Customer Service Manager

1 month ago

Stapylton, Australia JELD-WEN Full time

**About our Organisation**

The JELD-WEN group of companies includes iconic brands A&L Windows & Doors, Aneeta Window Systems, Breezway louvres, Corinthian Doors, JELD-WEN Glass, Kolder Shower Screen & Wardrobes, Regency Shower Screens & Robes, Stegbar Windows & Doors, Trend Windows & Doors and William Russell Doors. We are a leading international building materials group, known for superior quality, service and innovation in the design of windows, doors, shower screens and wardrobes.

We are proud of our strong reputation in the industry for manufacturing high-quality products that enhance the environments in which we live. With the safety and development of our people our key priority, our work environments provide a supporting, professional, welcoming environment for employees to develop to their full potential.

**About our Opportunity**

As the Customer Service Manager of our Stegbar Showerscreens branch at Stapylton, you will lead and support our customer service team to ensure efficient operation of the department. Leading and managing a team of eight, your focus will be ensuring our customers experience quality customer service throughout their journey with us. This will include mentoring and inspiring your team, managing escalations and driving continuous process improvements to better service performance.

In addition, you’ll:

- improve engagement and culture through leadership, training and mentorship
- drive training initiatives and processes to develop team members
- recruit and onboard new team members
- ensure accurate and timely processing of daily orders
- liaise with other internal departments to help ensure an outstanding customer experience

**About You**

We’re looking to leverage your previous customer service leadership experience within logistics or manufacturing, which will help you understand and appreciate the sequence of events in our industry. You need to have open and transparent communication style, the ability to connect with a range of people and the capacity to work well across all stakeholder groups in a process-driven and time-sensitive environment.

You need to have a proven track record in people management including conflict resolution, career path development and growing the capability of a customer service team whilst always maintaining high levels of employee engagement through inclusive and collaborative leadership. Your natural customer focus and your ability to professionally resolve escalations will also help you to thrive in this fast-paced, rewarding role.

You will also have:

- aptitude to learn technical products and new computer systems
- experience in handling service related escalations
- experience coaching and developing customer service standards, behaviours, and skills
- ability to prioritise and work to deadlines
- experience using MS Office suite

**About the Benefits**
- Monday to Friday, 7.30am - 4.00pm (no evening / weekend rosters)
- opportunity for some WFH arrangements once training and probation completed
- career progression opportunities in a leading Australian manufacturing business
- exposure to a global organisation structure
- generous discounts on our extensive range of JELD-WEN products
- ability to schedule leave every year at Christmas
- additional paid day’s leave on your birthday.

**Your Next Steps**

Agencies will only be engaged if required. Please do not contact us or send applicants to us unless requested by the Talent Acquisition Team.

LI-RM1

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