Customer Service Manager

6 days ago

North Sydney, Australia Graymont Full time

**Job Brief**:
Provide leadership and direction across the team in Asia Pacific for the management of customer service transaction delivery, team performance and development, cross-functional collaboration and communication and evolution of the service delivery model.

Australia - NSW - North Sydney

Competitive package & flexible, hybrid working environment
- Join a global organization and an industry leader
- Make a real difference Contribute directly to delivery of business outcomes
- Lead a talented customer service team across Asia-Pacific

Provide leadership and direction across the team in Asia Pacific for the management of customer service transaction delivery, team performance and development, cross-functional collaboration and communication and evolution of the service delivery model.

**About Graymont**

**Our Role**

We are currently recruiting for a Customer Service Manager APAC to be based at our Asia -Pacific headquarters in North Sydney and work in hybrid (office and home) working environment. R eporting to the Director Logistics & Customer Service APAC, this role is responsible for the Customer Service (Front and Back Office) service delivery, invoicing and pricing performance for a team across the Asia Pacific Region. The team are based on multiple locations, work according to the one Graymont culture and thrive upon effective teamwork.
- Actively role model, coach and empower the Customer Service team to deliver a quality customer experience.
- Work closely with Operations & Logistics to deliver world class customer service.
- Lead the interface between Graymont and its customers using multiple communication channels.
- Foster positive relationships with key customers and transport carriers to ensure business and customer needs are met.
- Manage and refine customer service processes to enable better business outcomes and address customer feedback.
- Build and manage team performance, culture implementation and professional development.
- Empower Customer Service Representatives to make effective transactional decisions.
- Must have successfully led and managed a customer service team, preferably within an industrial manufacturing context or similar.
- Has competence and experience in managing contact centre metrics, technologies, and process.
- Is experienced in coaching and mentoring team members in who manage complex transactions.
- Has excellent verbal and written communication skills.
- Can demonstrate the ability to formulate and implement solutions to complex problems to enable continuous improvement.

**Our Workplace**

Graymont derives its competitive edge in large part from more than 1,600 employees who bring their diverse skills and energy to work every day at offices and plant sites across North America and Asia-Pacific. In return, we provide competitive wages and benefits, a safe and healthy work environment where you and your team can perform without injury, and opportunities to grow and develop the skills and experience to realise your full potential.

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