Customer Experience Officer

7 months ago

Pakenham, Australia Wall Street Full time

Expand your career and grow with us
- Amazing team culture where you are recognised and rewarded for your hard work
- Join us in a new and pivotal role

**About the Company**:
**T.C BOXES** is a leading provider of high-quality trays, canopies, toolboxes, and accessories for a diverse range of industries, including tradespeople, 4x4 enthusiasts, and touring enthusiasts. Our commitment to innovation, durability, and customer satisfaction has established us as a trusted partner for businesses and individuals nationwide.

We are seeking a highly motivated and experienced Customer Operations Manager with systems experience, NetSuite preferred to join our team and contribute to our continued success in delivering exceptional products and services to our valued customers.

**About the Opportunity**:
As a Customer Operations Manager at
**T.C BOXES**, you will play a pivotal role in ensuring exceptional customer experiences, streamlined operations, successful installation outcomes, and automated customer journeys for our products.

You will leverage your Systems experience to optimise processes and utilise technology for enhanced customer interactions. Your strategic mindset and strong leadership skills will be crucial in driving operational efficiency, maintaining a high level of customer satisfaction, improving the customer journey.
***

**Responsibilities**:

- Lead and manage a team of customer service representatives; providing guidance, training, and performance evaluations.
- Develop and implement effective customer service strategies tailored to each product category - enhancing customer satisfaction and loyalty.
- Collaborate and coordinate closely with the installation team to ensure that products are successfully installed and meet customer expectations, whilst monitoring outcomes.
- Oversee the vehicle handover process, ensuring that customers receive their products in optimal condition and are provided with comprehensive guidance on usage, care, and maintenance.
- Utilise Netsuite to monitor and analyse key performance metrics specific to installation outcomes, vehicle handovers, and automated customer journey processes, identifying areas for improvement and implementing corrective actions.
- Act as the main point of contact for escalated customer inquiries or concerns with a focus on installation, handover, and automated journey experiences.
- Design and implement standardised processes to optimise installation, handover, and automated customer journey procedures for each product category.
- Cultivate and nurture strong relationships with key clients, addressing their unique needs and proactively identifying opportunities for upselling.
- Stay updated on industry trends and market dynamics relevant to each product category.
- Prepare regular reports and presentations on customer operations performance within these segments for senior management, emphasising the impact of automation on customer satisfaction and operational efficiency.
- Ensure compliance with company policies, quality standards, and regulatory requirements specific to each product category, installation, handover, and customer journey processes.

***

**About You**:

- Proven experience (5+ years) in customer service management or related roles, preferably in a national or multi-location context.
- Strong leadership and team management skills, with the ability to motivate and develop a diverse team.
- Excellent communication and interpersonal skills, with the ability to build rapport with customers and internal stakeholders.
- Analytical mindset with the ability to use data-driven insights to optimise processes and improve customer experiences.
- Familiar with CRM systems, order management software, and Microsoft Office Suite.
- Exceptional problem-solving skills and a customer-centric attitude.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
- Strong organisational and time management skills, with a keen attention to detail.
- Proven experience in designing and implementing customer journey automation strategies within a customer service or operations context.
- Familiarity with customer relationship management (CRM) systems, automation tools to enhance customer interactions and operational efficiency.
- Strong analytical skills to monitor and assess the effectiveness of automated processes using ERP Systems and make data-driven improvements.
- Experience in mapping and optimising customer touch points, from initial engagement to post-purchase support, to enhance overall customer satisfaction using Netsuite capabilities.
- Track record of leveraging ERP Systems and other technologies for automation to enhance customer experiences and streamline operations.
- Demonstrated success in leading cross-functional teams and collaborating with various departments to drive process improvements.
- Experience in the manufacturing or automotive industry is a plus.

**T.C BOXES.** Join our team and contribu

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