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Customer Experience Strategist

2 weeks ago

Adelaide, South Australia beBeeCustomer Full time $100,000 - $120,000
Job Opportunity

We are seeking a Customer Service Lead to develop and manage a skilled customer service team that delivers best-in-class service and sales support.

This role requires successful collaboration with cross-functional departments to ensure comprehensive service delivery and strong internal and external relationships.

  • Coordinate customer service/sales support team activities to deliver on quality, service, and efficiency standards for all customers.
  • Work directly with stakeholders to deliver superior service and results in account coordination.
  • Project manage orders, set up products, and communicate artwork requirements to prepress.
  • Communicate customer packaging requirements to the business through the RFQ process, adjusting quotes according to business rules and strategic goals.
  • Coordinate the customer non-conformance process, raise internal documentation for QA, and liaise with customers until resolved.
  • Manage aged stock records, ensuring allocations are within business rules.
  • Support new product development enquiries, including sample management, artwork transition, mock-ups, and technical guidance.
  • Liaise with operations and production teams regarding production dates through weekly meetings, ensuring commitments to customers are met and providing pipeline order visibility.
  • Host daily delivery pulse meetings with the scheduler and dispatch manager to communicate DIFOT or misses to customers in a timely manner.
  • Be the point of contact for the customer service/sales support team for all issues relating to internal programs, communicating roadblocks and implementing system improvements.