Customer Service and Operations Manager

3 hours ago


Chester Hill, New South Wales, Australia Ferngrove Pharmaceutical Full time
Job Description

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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