Customer Experience Strategist

4 days ago

Adelaide, South Australia beBeeLeadership Full time $90,000 - $120,000
Customer Service Leadership Opportunity

We are seeking an exceptional Customer Service Lead to join our team. As a key member of our organization, you will play a vital role in driving excellence in customer service and support.

This is a unique opportunity to make a real impact on our customers' experiences, working closely with cross-functional teams to ensure seamless delivery of quality, service, and efficiency.

Key Responsibilities:

  1. Lead and coordinate the customer service/sales support team activities to ensure timely and effective delivery of services to all customers.
  2. Work closely with Business Development or Account Managers to deliver superior service and results in all aspects of account coordination.
  3. Project manage orders and product setup, communicating artwork requirements to prepress as needed.
  4. Communicate customer packaging requirements through the RFQ process, adjusting quotes in accordance with business rules and strategic goals, presenting to customers, and pursuing opportunities.
  5. Coordinate the customer non-conformance process, raising internal documentation for QA and liaising directly with customers until resolved.
  6. Identify and action aged stock records, ensuring aged stock allocations are managed within business rules.
  7. Support the new product development enquiry process, including samples management, managing artwork transition, mock-ups, concepts, and providing technical guidance.
  8. Liaise with operations and production teams regarding production dates through a weekly sales and operations capacity management meeting, ensuring commitments to customers are met and providing visibility of pipeline orders.
  9. Host daily delivery pulse meetings with the scheduler and dispatch manager to ensure DIFOT or misses are communicated to customers in a timely manner.

Requirements:

  1. Proven experience in a related Sales, Customer Service, or Sales Support leadership role.
  2. Sound understanding of Inventory Management principles.
  3. Previous experience delivering excellence in customer service.
  4. Previous experience applying a disciplined approach and following business processes.
  5. Good analytical and problem-solving skills coupled with strong written, verbal, and presentation skills.
  6. Proficient using the MS Office suite of products.
  7. A high level of interpersonal skills to be able to build strong stakeholder relationships internally and externally.

We offer a flexible working environment, market-competitive remuneration reviewed regularly, and a commitment to your ongoing professional development through training and career-growth opportunities.

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