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Customer Service Optimisation Specialist

1 month ago

Melbourne, Victoria, Australia Faac group Full time

As a leading global player in automation and access control, FAAC Technologies is committed to delivering exceptional customer experiences. We are seeking an experienced Customer Service Manager to join our Australian team.

About the Role

The Customer Service Manager will play a pivotal role in analysing and optimising the Order to Cash (OTC) end-to-end processes. This includes receiving, processing, managing, and completing customer orders, as well as invoicing and accounts receivables. With a focus on sustainability and continuous improvement, this role requires strong analytical skills and collaboration with key stakeholders to ensure seamless customer experiences.

Main Responsibilities
  • Work closely with relevant departments to understand existing systems, processes, and team dynamics.
  • Analyse business processes to streamline order-to-fulfilment times and enhance customer satisfaction.
  • Liaise with external stakeholders to gather feedback and insights into customer experiences.
  • Develop, implement, and review processes to drive efficiency and continuous improvement.
  • Establish performance metrics and KPIs to measure OTC cycle performance and identify areas for growth.
  • Lead and mentor the customer service administration team.
What You Will Bring
  • Proven experience in strategic change management and implementing customer-centric strategies.
  • A deep understanding of exceptional customer journeys and a passion for delivering them.
  • A genuine enthusiasm for process optimisation and innovation.
  • Experience in change management, training new processes, and promoting business values.
  • A willingness to expand your experience within a global organisation and contribute to a growing business in Australia.
Requirements
  • 3 years' experience in a similar position.
  • Proficiency in SAP, Project Management software, and Microsoft Office programs.
  • Bachelor of Business or equivalent qualification.
Benefits
  • A competitive salary of AU$90,000 - AU$110,000 per annum, depending on experience.
  • A great working environment with opportunities for professional development.
  • Access to cutting-edge technology and innovative solutions.
  • 5 additional Wellbeing leave days.

We offer a dynamic and supportive work environment that fosters collaboration, creativity, and continuous learning. If you're passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply.