Client Relations Supervisor

3 weeks ago

City of Brimbank, Australia Regal Cream Products Pty Ltd Full time

Regal Cream Products Pty Ltd is a proud Australian enterprise with a rich heritage in dairy production. As a family-owned business, we are dedicated to delivering high-quality dairy products to our customers.

We are currently seeking a Customer Service Manager to enhance our Customer Service Team. Reporting directly to the National Sales Manager, you will oversee customer order management, address consumer and customer inquiries, handle credit claims, and support our logistics team.

Your key responsibilities will include:

  • Supervising daily resource allocation within the Customer Service Team to meet objectives and manage team leave.
  • Establishing and communicating customer service policies and procedures.
  • Ensuring the achievement and maintenance of service levels and standards.
  • Implementing a cross-training policy to promote shared responsibilities within the team.
  • Identifying and facilitating training programs to enhance the skills of Customer Service Officers.
  • Resolving complex customer service issues and providing after-hours support as necessary.
  • Monitoring the accuracy of reporting in our Order Tracker database.
  • Providing after-hours assistance for customer inquiries and complaints.
  • Collaborating with the logistics team to influence delivery schedules and stock allocations, ensuring customer satisfaction.
  • Analyzing relevant data to deliver timely information to key stakeholders.
  • Working with the Food Safety and Quality team to keep the Customer Service Team informed about ingredients and allergen information.
  • Collaborating with various departments to support and implement growth strategies.

Ideal candidates will possess:

  • Strong leadership skills to supervise and develop a team.
  • Exceptional customer service abilities.
  • Proficient conflict resolution skills.
  • Strong problem-solving capabilities and the ability to think critically.
  • Excellent time management skills to prioritize tasks effectively.
  • Outstanding verbal and written communication skills.
  • A positive engagement approach with both internal and external stakeholders.
  • A strong ethical framework and personal integrity.
  • A Bachelor’s degree in business administration or a related field.
  • A minimum of 5 years of experience in a similar capacity.
  • Comprehensive knowledge of customer service principles and practices.
  • Experience with SAP applications and other customer service tools.
  • A valid Australian driver's license and a reliable vehicle.
  • Willingness to travel occasionally to other business locations as required.

What we offer:

  • A supportive cultural environment within a respected family-owned business.
  • A range of benefits, including a Short-Term Incentive Program, corporate clothing allowance, and complimentary dairy products.

This is a unique opportunity to contribute to a well-established family business with a commitment to quality and community. If you meet the qualifications and are interested in this role, we encourage you to consider this opportunity.

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