Customer Service Team Manager

6 days ago

Adelaide, South Australia beBeeCustomerServiceLead Full time $109,998 - $124,999
Job Description

We are seeking a skilled professional to lead our customer service team in delivering exceptional results. This role involves coordinating the activities of the team, ensuring they provide high-quality service and support to our customers.

The successful candidate will work closely with cross-functional departments to ensure comprehensive service delivery and maintain strong relationships internally and externally. They will also collaborate with sales teams to apply commercial decision-making aligned with achieving sustainable and profitable growth.

Responsibilities
  1. Manage and coordinate customer service/sales support team activities to deliver on the Detpak commitment to quality, service, and efficiency.
  2. Work directly with key stakeholders to deliver superior service and results in all aspects of account coordination.
  3. Project manage orders and product setup, including communicating artwork requirements to prepress.
  4. Communicate customer packaging requirements through the RFQ process, adjusting quotes according to business rules and strategic goals.
  5. Coordinate the customer non-conformance process, raising internal documentation for QA and liaising directly with customers until resolved.
  6. Identify and action aged stock records, ensuring allocations are managed within business rules.
  7. Support the new product development enquiry process, including sample management, artwork transition, mock-ups, concepts, and technical guidance.
  8. Liaise with operations and production teams regarding production dates through weekly capacity management meetings, ensuring commitments to customers are met.
  9. Host daily delivery pulse meetings to ensure DIFOT or misses are communicated to customers in a timely manner.
Qualifications
  1. Experience in a related sales, customer service, or sales support leadership role.
  2. Sound understanding of inventory management principles.
  3. Previous experience delivering excellence in customer service.
  4. Strong analytical and problem-solving skills coupled with excellent written, verbal, and presentation skills.
  5. Proficient using the MS Office suite of products.
Benefits
  1. A recognised employer of choice by the Australian Business Awards.
  2. A flexible working environment that acknowledges the mutual benefit of flexible working arrangements.
  3. Market-competitive remuneration reviewed regularly.
  4. A commitment to ongoing professional development through training and career-growth opportunities.

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