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Customer Experience Supervisor

2 months ago

City of Brimbank, Australia Regal Cream Products Pty Ltd Full time

Regal Cream Products Pty Ltd is a proud Australian-owned entity, dedicated to producing high-quality dairy products with a legacy that spans generations. We are committed to our brand and our workforce, taking pride in delivering exceptional dairy offerings to our customers.

We are currently seeking a skilled Customer Service Manager to enhance our Customer Service Team. Reporting directly to the National Sales Manager, your role will encompass customer order management, addressing consumer and customer inquiries, processing credit claims, and supporting our logistics and transport operations.

Your key responsibilities will include:

  • Overseeing daily resource allocation within the Customer Service Team to meet objectives and manage team leave effectively.
  • Establishing and communicating customer service policies and procedures.
  • Ensuring the achievement and maintenance of established service levels and standards.
  • Implementing a cross-training policy to promote skill-sharing within the Customer Service Team.
  • Identifying and facilitating staff training programs to enhance the skills of Customer Service Officers.
  • Managing complex customer service issues and providing after-hours support as necessary.
  • Monitoring the accuracy of reporting in our Order Tracker database.
  • Providing after-hours assistance for customer inquiries and complaints.
  • Collaborating with the transport and logistics team to influence delivery schedules and stock allocations, ensuring customer satisfaction.
  • Analyzing relevant data to provide timely information and responses to key stakeholders.
  • Working closely with the Food Safety and Quality team to keep the Customer Service Team informed about ingredients and allergen information.
  • Partnering with cross-functional departments to support and implement growth strategies.

To be successful in this role, you will possess:

  • Strong leadership abilities to supervise, coach, and develop a team.
  • Exceptional customer service skills.
  • Proficient conflict resolution capabilities.
  • Effective problem-solving skills and the ability to think quickly.
  • Excellent time management skills and the ability to prioritize tasks.
  • Strong verbal and written communication skills.
  • The ability to engage positively with both internal and external stakeholders.
  • A strong sense of ethics and personal integrity.
  • A Bachelor’s degree in business administration or a related field.
  • A minimum of 5 years’ experience in a similar capacity.
  • Comprehensive knowledge of customer service principles and practices.
  • Experience with SAP applications and other customer service tools.
  • A valid Australian driver's license and a roadworthy vehicle.
  • Willingness to travel occasionally to other business sites as required.

What we offer:

  • A vibrant workplace culture within a respected, family-owned Australian business.
  • A range of benefits, including a Short-Term Incentive Program, corporate clothing allowance, and complimentary dairy products.

This position presents a unique opportunity within a reputable family business. With ample prospects for personal and professional growth, you will play a vital role in the success of this iconic brand.