Customer Service Manager
4 weeks ago
Manage a small customer service team in Melbourne
- Medical device company near the CBD
- Friendly, collaborative team and top boss
THE COMPANY YOU WOULD BE JOINING
- An independent, Australian owned company specialising in the supply of medical device products to the ANZ healthcare markets.
- Established in the 1990’s, this organisation promotes and sells the best products and brands globally in this niche therapy area and their innovative products are promoted based on clinical evidence.
- Their growth has been achieved by valuing their customers and employees, who have contributed to the company’s ongoing success.
WHAT’S IN IT FOR YOU
- Looking for a collaborative, family friendly culture and company who values their people?
- Step up to an amazing role working for a great company and manager who will mentor and guide your career in the right direction.
WHAT YOU WILL LEAD AND GROW
- This Customer Service Manager role will oversee daily activities of the Customer Service Department to ensure inbound calls are addressed and customer orders, billing, credit and other customer service activities are delivered.
- This position will lead a team of Customer Service staff to ensure optimum accuracy is performed and delivered to customers in a timely manner, and to meet business growth objectives.
- You will manage day to day operations in relations to customer service, receiving inbound calls, website requests, order processing, billing/credit notes and customers issues/complaints.
- You will support process and organisation improvements and ensure best-practices are identified and implemented and standardisation across business and Customer Service processes are adhered to while initiating process improvement projects and implementing new tools and driving automation.
- You will coordinate closely with sales, marketing, finance and key internal stakeholders to deliver product and services per customer expectations and supervise and manage performance of employees in Customer Service toward achievements of objectives and KPIs.
- You will develop and deliver KPI’s to management and act when results require intervention.
- You will provide leadership, management, and development of the Customer Service Team including recruitment & retention, performance management, creating a positive working environment to ensure high productivity, employee engagement and performance, adhering to the values and upholding the culture of the organisation.
WHAT EXPERIENCE & SKILLS WILL YOU NEED TO GET THE JOB
- 3+ years’ customer service management/team leader experience.
- Experience in effective customer service techniques and methods for resolving problems and customer complaints.
- You live and breathe customer service, no matter the challenge, always striving for a positive and solution focused outcome.
- A drive for continuous improvement of processes and operational excellence.
- You understand what it means to go above and beyond for your team and customers.
INTERESTED?
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