Customer Service Manager

1 week ago

Perth, Australia Embodied Full time

We are currently seeking a highly experienced Customer Service Manager to lead our dynamic and driven internal sales team. With a well-established presence in the automotive parts sector, this organisation has undergone significant growth and is now looking to elevate its sales and customer service performance to the next level.

As the Customer Service Manager, you will be responsible for developing and implementing strategic sales plans, setting and tracking sales targets, and identifying areas for improvement. You will be expected to possess strong people management skills, and your excellent communication and leadership abilities will be vital in ensuring that all team members are aligned with our sales objectives and working towards the same goals.

Key Responsibilities:

- Take ownership of customer issues and follow through to resolution
- Directly manage the NPS score, analyse customer feedback, research issues, and implement changes across the business
- Build a sales support team
- Problem-solving, conflict resolution, and frontline support
- Develop and execute client success and engagement plans
- Lead the team to identify new sales opportunities
- Manage online ordering system, including customer set-up
- Coach and develop a growing team
- Implement new phone systems for accurate reporting
- Identify trends in non-conformance and enhance customer experience
- Continuously improve sales order processing, order fill rates, and sales trends to achieve KPIs and targets
- Participate in strategic planning and present cases to the Executive team

As part of the management team, you will become a pivotal part of the business, and your vast knowledge of driving customer satisfaction will be valued. You will also be heavily involved in creating an internal sales support team, and previous experience in a fast-paced environment would be highly advantageous.

To be successful in this role, you must enjoy a hands-on role where you lead by example, impart knowledge to your team, and contribute to the ongoing success of the business by ensuring the highest level of customer satisfaction.

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