Senior Customer Experience Manager

4 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $90,000 - $120,000

Job Title: Customer Service Team Leader

Job Description:

Opal Fibre Packaging is a leading manufacturer of innovative packaging solutions. We are seeking an experienced Customer Service Team Leader to join our team at our site in Rocklea, QLD.

The key focus of this role will be to lead the local customer service team's performance to maximize responsiveness and accuracy, identify and develop improved processes, provide great customer service to a portfolio of key customer accounts, support the team by handling escalations as required, oversee order processes, and ensure the team meets service level targets and target goals by coaching and developing the customer service team on an ongoing basis.

Additionally, you will generate reports to track relevant KPIs and assist the team to provide excellent phone and email-based customer service.

We can offer a varied career journey with experiential learning gained from cross-functional and lateral moves. We embrace diversity in all its forms and look for curious individuals who thrive in an environment of change.

Key Responsibilities:

  • Lead the customer service team to achieve high levels of responsiveness and accuracy
  • Develop and implement process improvements to enhance team efficiency
  • Provide exceptional customer service to key accounts
  • Support the team with escalated issues and oversee order processes
  • Ensure the team meets service level targets and target goals through coaching and development
  • Generate reports to track KPIs and improve team performance

Required Skills and Qualifications:

We are looking for a candidate with experience leading customer service teams in a fast-paced environment, preferably in the manufacturing industry. You should have excellent communication skills, both written and verbal, strong organizational skills, and the ability to manage multiple projects with fixed deadlines.

Prior experience using CRM systems, such as SAP and Microsoft Dynamics, would be highly regarded. A customer-centric mindset and a positive demeanor are essential for this role.

Benefits:

We offer a dynamic and supportive work environment, opportunities for professional growth and development, and a chance to work with a talented team of professionals.

Our company values diversity and inclusion and is committed to creating a workplace that reflects the communities we serve.

Other Information:

This role is open to both internal and external candidates. If you are a motivated and experienced customer service professional looking for a new challenge, please apply now.

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