Client Relations Supervisor

3 weeks ago

City of Brimbank, Australia Regal Cream Products Pty Ltd Full time

Regal Cream Products Pty Ltd is a proud Australian enterprise dedicated to producing high-quality dairy items. With a rich heritage in the industry, we are committed to our brand and our workforce, taking pride in delivering exceptional dairy products.

We are currently seeking a Customer Service Manager to enhance our Customer Service Team. Reporting directly to the National Sales Manager, your role will encompass managing customer orders, addressing consumer inquiries and complaints, processing credit claims, and supporting our logistics and transport operations.

Your key responsibilities will include:

  • Overseeing daily resource allocation within the Customer Service Team to meet objectives and manage team leave effectively.
  • Establishing and communicating customer service policies and procedures.
  • Ensuring the achievement and maintenance of established service levels and standards.
  • Implementing a policy of cross-training and sharing responsibilities within the Customer Service Team.
  • Identifying and executing training programs (both internal and external) to enhance the skills of Customer Service Officers.
  • Managing complex customer service issues and providing after-hours support for complaints as necessary.
  • Monitoring the accuracy of reporting in our Order Tracker database.
  • Providing after-hours assistance for customer inquiries and complaints.
  • Collaborating with the transport and logistics team to influence delivery schedules and stock allocations to uphold customer service levels.
  • Analyzing relevant data to furnish timely information and responses to key stakeholders.
  • Working alongside the Food Safety and Quality team to ensure the Customer Service Team is informed about ingredients and allergen information.
  • Partnering with various departments to support and implement growth strategies.

To be successful in this role, you will possess:

  • Proven ability to supervise, mentor, and develop a team.
  • Exceptional customer service skills.
  • Strong conflict resolution capabilities.
  • Problem-solving skills and the ability to think on your feet.
  • Effective time management skills and the ability to prioritize competing demands.
  • Excellent verbal and written communication skills.
  • A positive engagement approach with both internal and external stakeholders.
  • A strong sense of ethics and personal integrity.
  • A Bachelor's degree in business administration or a related field.
  • A minimum of 5 years' experience in a similar capacity.
  • In-depth knowledge of customer service principles and practices.
  • Experience with SAP applications and other customer service tools.
  • A valid Australian driver's license and a roadworthy vehicle.
  • Willingness to travel occasionally to other business locations as required.

What we offer:

  • A supportive cultural environment within a reputable Australian family-owned business.
  • A range of benefits including a Short-Term Incentive Program, corporate clothing allowance, complimentary take-home products, and free on-site parking.

This is a unique opportunity within a respected family business, offering significant potential for personal growth and development. You will play a vital role in the success of this iconic brand, which has a storied history and a promising future.

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