Customer Service Manager

2 weeks ago

Smithfield, Australia Labourpower Recruitment Services Full time

Smithfield Location
- $80-$90k per annum negotiable
- Monday to Friday - flexible starting times based on rotating roster

We are currently seeking an experienced Customer Service Manager to lead a team of 7 within a national transport company.
- Provide front line high quality service to customers
- Provide customers with accurate information regarding the service requested
- Maintain administrative data in company programs
- Lead & manage freight investigations

**Roles and Duties**
- Uphold and lead by the organisational Mission statement, company objectives and promote this to fellow colleagues
- Ensure all Visitors are inducted and fully understand the site rules.
- Ensure a high degree of accuracy in entry of data into company programs
- Maintain efficient and effective operations in the service centre
- Resolve and document the complaints as per defined processes and standards
- Ensure all instances of service failure or loss or damage to customer goods, are thoroughly investigated and documented
- Ensuring high standards of Quality are maintained, promoting safety policies and procedures on an ongoing basis
- Liaise with other work areas to seek and provide information relating to daily operations
- Constantly review daily plan to ensure service level KPIs are achieved, such as data entry of bookings, accuracy, effective closure of freight investigations, team performance
- Attend and contribute to meetings that relate to this position
- Understand the requirements of HACCP
- Entering of transport & warehouse bookings into system
- Lead and manage all freight investigations
- Be a point of escalation and resolving issues
- Collaborating with other department leaders to resolve issues
- Daily, fortnightly, and monthly reporting
- Rostering of team including during annual leave and peak periods
- Training team members as well as other company employees
- Contribute to teams’ improvement and development

Be a point of escalation for the internal teams and customers

**Required Skills and Qualifications**:

- Ability to build effective relationships, internally and externally
- Ability to deal difficult customers
- Active listening and learning skills to comprehend ideas and to understand the implications of new information by identifying and resolving complex problems
- Excellent organisational skills and effective communication skills
- Ability to meet deadlines and handle pressure / customer demands
- Be self-managed, motivated and energetic to create a great customer and team experience
- Demonstrated effective oral and written communication skills
- Ability to work under pressure and still produce results
- Ability to be agile and flexible

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