Customer Service Leader

6 days ago

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

We are seeking a dynamic leader to join our customer service team. As the Customer Service Manager, you will be responsible for overseeing all customer service operations, ensuring excellence in every client interaction.

About the Role

As the Customer Service Manager, you will lead a large, dedicated team, drive continuous improvement, and introduce new systems to enhance customer satisfaction and operational efficiency.

Key Responsibilities:
  • Lead, motivate, and mentor a large team of customer service professionals to deliver exceptional service.
  • Oversee the end-to-end customer service process, including order processing, customer follow-ups, expediting, issue resolution, and after-sales support.
  • Identify, implement, and manage automation tools to streamline workflows, reduce manual tasks, and enhance responsiveness.
  • Drive the implementation and optimization of CRM (Salesforce) case management across the customer service function to ensure consistency and efficiency.
  • Collaborate closely with cross-functional teams to ensure seamless and integrated service delivery.
  • Monitor key performance indicators, analyze trends, and develop targeted strategies for continuous performance improvement.
Requirements

To succeed in this role, you will need:

  • Proven experience managing large customer service teams, ideally within the mining or heavy equipment sector.
  • Strong knowledge and hands-on experience with SAP S/4HANA & CRM (Salesforce).
  • Demonstrated ability to introduce and manage process automation tools.
  • Strategic thinker with a passion for innovation and customer excellence.
  • Excellent communication and interpersonal skills.
  • Ability to thrive in a fast-paced, high-volume environment.
What We Offer

We offer a range of benefits, including:

  • A competitive base salary reflective of your skills and experience with annual incentive program.
  • Additional Annual Leave benefit for all permanent and maximum term employees.
  • Hybrid work environment with requirement to attend the office at least 60% of the time.
  • Gender Neutral Paid Parental Leave of 18 weeks at full pay.
  • Paid Volunteer Leave so you can give back to the local community or an organisation of your choice.

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