Customer Service and Operations Manager
3 hours ago
Ferngrove Pharmaceuticals Australia is a licensed Contract Manufacturing facility, specializing in complementary medicines and health food products.
About the Role:
We are seeking an experienced Customer Service Manager to join our head office on a permanent full-time basis. As a key member of our team, you will be responsible for leading the customer service team to deliver exceptional support and enhance customer satisfaction.
Main Responsibilities:
- Lead, manage, and oversee the customer service team to ensure high standards of customer satisfaction.
- Develop and implement strategies to improve customer experience and streamline service processes.
- Collaborate closely with internal teams (sales, supply chain, and production) to ensure timely delivery and resolution of customer issues.
- Handle customer complaints and escalations, ensuring prompt and effective resolution.
- Monitor key performance indicators (KPIs) for the customer service department, ensuring targets are met and exceeded.
- Identify opportunities for service improvements and provide recommendations to senior management.
- Train, mentor, and motivate the customer service team to achieve their full potential.
- Ensure compliance with company policies and relevant regulations within the pharmaceutical industry.
Requirements:
- At least an Advance Diploma level qualification in the related field.
- Minimum 5 years' experience in a similar role.
- English and Mandarin bilingual language skills are essential.
- Strong leadership and team management abilities.
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills.
Compensation: The salary range for this position is $80,000 - $110,000 per annum, depending on experience.
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