Strategic Account Development Specialist

7 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $100,000 - $130,000

Customer Service Role Overview

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The customer service specialist plays a crucial role in delivering exceptional customer experiences by executing a strategic customer care model.

This position focuses on building strong relationships with customers, optimizing service delivery, and driving operational excellence.

The specialist acts as a key liaison between customers and internal teams, ensuring alignment with business objectives and fostering long-term partnerships.

Key Responsibilities:
  1. Serve as the primary point of contact for assigned strategic customer accounts, ensuring their needs are met with efficiency and accuracy.
  2. Develop and maintain strong relationships with key customer stakeholders to enhance service delivery and satisfaction.
  3. Proactively manage customer expectations and address concerns with a solution-focused approach.
  4. Support the execution of customer service strategies that drive retention and long-term business growth.
Operational Excellence & Service Delivery:
  1. Execute best-in-class customer service processes to support a seamless order-to-delivery experience.
  2. Collaborate with supply chain, sales, and operations teams to ensure timely order fulfillment and issue resolution.
  3. Monitor and manage order flow, proactively identifying and addressing potential service disruptions.
  4. Utilize data insights and customer feedback to drive continuous improvement in service quality and responsiveness.
Stakeholder Collaboration:
  1. Work closely with internal teams, including logistics, supply chain, and sales, to ensure alignment on customer service objectives.
  2. Support the transition to a centralized customer care model, ensuring consistency and efficiency in service delivery.
  3. Actively participate in customer meetings, providing insights and updates on service performance.
  4. Represent the Customer Care team in cross-functional projects aimed at enhancing customer engagement and operational efficiency.
Process Optimization & Performance Monitoring:
  1. Assist in the implementation of customer care best practices, leveraging technology and automation where applicable.
  2. Track and analyse key performance indicators (KPIs) to assess service levels and identify areas for improvement.
  3. Contribute to process improvement initiatives that enhance customer experience and operational effectiveness.
  4. Provide regular reports and insights on customer service trends, challenges, and opportunities.

Preferred Qualifications: Tertiary qualification in Supply Chain, Customer Service, or related field; Minimum 3 years experience in customer service or related role; Proficiency in CRM and ERP systems; Ability to manage multiple priorities in a fast-paced environment.

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