Fashion Wholesale Customer Service Director

8 hours ago

Warrnambool, Victoria, Australia beBeeLeadership Full time $90,000 - $120,000
Customer Experience Manager

Foster a high-performing customer service team to deliver exceptional experiences for +500 fashion wholesale customers across Australia.

  • Lead a talented team and enhance the overall experience of customers by providing administrative support to our national sales team.

This is a full-time role based at our Head Office in South Geelong, where you will oversee the team's management of wholesale customer enquiries, provide guidance on customer issues, and resolve escalations effectively.

As a leader, you'll set clear performance objectives and KPIs, ensuring your team consistently meets or exceeds these targets. You will monitor customer interactions to assess service quality and identify areas for improvement.

Key Responsibilities:

  1. Team Leadership: Foster a positive and motivated work environment that encourages growth and development.
  2. Customer Enquiries: Coordinate the team's handling and escalation of customer enquiries.
  3. Service Quality: Monitor customer interactions to assess service quality and identify areas for improvement.
  4. Process Enhancement: Proactively identify areas for process enhancement and operational efficiency within customer service.
  5. Reporting and Analysis: Prepare regular reports on enquiries, performance, and present key metrics and trends.
  6. Employee Engagement: Conduct regular performance evaluations, coaching sessions, and team meetings to support professional growth and development.

Other Key Responsibilities:

  1. System Development: Develop, maintain, and improve systems and processes to support reporting and delivery requirements for all independent and major accounts.
  2. Sales Support: Oversee and manage support for our Australian-based sales team.
  3. Data Management: Ensure all manual data entry and maintenance is completed in-line with deadlines and critical path processes.

Essential Qualifications:

  • Proven experience in a leadership role within a large customer service team.
  • Proficiency in ERP Systems & Microsoft Office (i.e., Excel & Word).
  • Ability to multi-task and prioritise in a fast-paced environment.
  • Strong understanding of customer service operations and best practices.
  • Well-developed communication skills, verbal and written.
  • Demonstrated ability to analyse data and use insights to drive performance and process improvements.

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