Customer Service Director
1 week ago
Customer Service Director
Job Summary:We are seeking an experienced Customer Service Director to lead our Liquor Customer Service Team. The successful candidate will oversee all functions across Australia, working closely with the Customer Experience Manager and two direct reports.
Key Responsibilities:- Lead a team of over 20 customer service operators, ensuring they have the necessary skills for efficient performance.
- Drive high customer experience standards, meeting SLAs and KPIs to deliver successful outcomes.
- Ensure customer orders are processed accurately and promptly, meeting warehouse cut-off times for smooth warehouse operations.
- Promote customer adoption of automated systems, shifting manual orders and claims to more efficient processes through the web portal and back-office systems.
- Liaise with suppliers and internal/external parties on charge-throughs, stock allocations, and special event ordering requirements.
- Develop and prepare key performance indicators (KPIs) for the department, and generate monthly management reports.
- Manage customer claims to ensure swift and effective resolution.
- Extensive experience managing a high-volume call center.
- Proven ability to effectively handle challenging stakeholders.
- Strong background in managing and developing staff.
- Experience in the liquor industry or other FMCG sectors is desirable.
- Proficient in Microsoft Excel and legacy IT systems.
- Skilled in issue resolution involving multiple IT and customer stakeholders.
- Flexible work environment with a supportive culture.
- 5th week of annual leave after one year.
- Well-being days and volunteer day annually.
- Abundance of learning and development opportunities.
- 12 weeks of paid parental leave.
- Gold accreditation by Mental Health Australia.
Enjoy a fulfilling career in a dynamic organization that values its employees. We offer a range of benefits and perks that will make you feel valued and supported.
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