Service Excellence Director

6 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $120,000 - $180,000
Job Title:

Service Excellence Director

Job Description:

The Service Excellence Director is responsible for driving customer satisfaction through the development and continuous improvement of the customer service function.

This role leads operational development to achieve key service outcomes and defines the strategic roadmap for enhancing customer service operations through systems, processes, and people.

Key Responsibilities:
  • Lead the order-to-cash process implementing industry best practices in alignment with global processes
  • Align internal targets with key customer needs and gather feedback to inform improvements
  • Develop and implement initiatives to meet customer expectations
  • Oversee daily customer management including order processing stock allocation and release
  • Define and monitor performance metrics and KPIs
  • Conduct gap assessments and develop action plans to address them
  • Prepare and manage service level reports with detailed root cause analysis and action plans
  • Manage stock availability quotas and coordinate recovery efforts for supply shortages
  • Coordinate returns with carriers and process related claims
  • Analyze return and claim trends identifying key drivers and reporting relevant data
  • Collaborate with stakeholders to resolve return issues and prevent future occurrences
  • Work with customers sales teams and carriers to optimize processes and reduce returns
  • Partner with 3PL providers to enhance efficiency and reduce costs
  • Maintain and analyze cost-to-service data and contribute to continuous improvement efforts

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