Customer Service Director
3 weeks ago
About the Role
The Customer Service Director will be responsible for analyzing the Order to Cash (OTC) end-to-end processes and identifying opportunities for improvement. This includes receiving, processing, managing, and completing customer orders, as well as invoicing and accounts receivables. The OTC process has a direct impact on the company's profitability and customer relationships, making it essential to optimize the process to deliver sustainable services.
Key Responsibilities
- Work with relevant departments to understand existing systems and processes, as well as the skill level and potential of the existing teams.
- Analyze processes across the business to streamline the order-to-fulfillment time for customers.
- Liaise with external stakeholders to obtain feedback and understand their current experiences with the company.
- Develop, implement, and review processes and procedures to ensure continuous improvement and efficiency in business practices.
- Establish review mechanisms and KPIs to measure and track OTC cycle performance and identify areas for improvement.
- Lead and mentor the customer service administration team.
Requirements
- Proven experience in leading strategic change and implementing strategies that enhance the customer experience.
- An understanding of what an exceptional customer journey looks like and the desire to achieve it.
- A genuine passion for applying effective and efficient processes to maximize customer experience.
- Experience with change management and training new processes.
- Willingness to promote the company's values and culture with stakeholders and uphold its strong reputation in the market.
- Excited about expanding experience, working with a global organization, and making a significant contribution to a growing business in Australia.
What We Offer
- A great working environment with continuous professional development, competitive salary, and benefits.
- Opportunity to work for a large, successful, and rapidly growing global organization.
- Great company culture with additional wellbeing leave days.
This is an exciting opportunity for a passionate Customer Service Director to make their mark within a global company. If you're excited about expanding your experience, working with a global organization, and making a significant contribution to a growing business in Australia, then this is an excellent opportunity for you.
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