Customer Services Manager

2 weeks ago

Brookvale, Australia Osier Belle Pty Ltd Full time

**About Us**:
Osier Belle is a furniture design and construction company composed by a team of designers, weavers, tailors, furniture manufacturers and customer consultants, logistics and administrative professionals, based on 24 Young Street, Neutral Bay 2089 NSW.

Osier Belle was founded by master designer Penny Camplisson, who is not just passionate but perfectionistic about creating the best outdoor furniture in the world. Penny’s refusal to compromise on quality led her to establish the company’s own factory to ensure the highest design standards were met.

**Opportunity**:
**Duties and Responsibilities**:

- Provide on-site (at customer’s home) assessment of area for potential furniture order
- Analyse logistics including access, lift size (if relevant), stairs etc. and report back to management with a clear strategy for delivering and positioning furniture order
- Recommend to customer additional or alternative furniture pieces if possible
- Evaluates sales (pre and post sale procedures) and recommends improvements as required
- Up-sell accessories and post-sale services such as timber protection and furniture cleaning services provided by Osier Belle
- Maintains up to date customer data base to ensure high retention rate
- Liaise with other staff members in relation to sales and promotions
- Provide full report to sales team, noting all essential details in our Comms System
- Ensuring smooth and continued communication with customer and sales team post visit, pre delivery and post delivery
- Providing weekly feedback to sales team on opportunities and potential issues (and how they can be resolved)
- Visiting customers post delivery to ensure they are happy and resolving any problems that may have arisen personally or reporting back to sales team and/or Supply & Distribution Manager
- Distribution of marketing material in location to promote Osier Belle
- Co-managing Margie Randell (seamstress and tailor) with customer orders and ensuing collation is complete prior to delivery
- Conduct training and coaching sessions as required
- Fulfilling on-going services Osier Belle offers to customers (such as timber protection, teak restoration, furniture cleaning) throughout the year
- Logging and reporting all services (in detail) mentioned above in Osier Belle’s Comms system

**Skills Required**:

- Microsoft Office skills (Word, Excel, PowerPoint, and Outlook)
- Excellent verbal and written communication
- Organised and able to meet deadlines
- Customer service skills
- Decision making skills
- Problem handling skills

**Education and Previous Experience Required**
- At least 2 years of previous experience in a Customer Service role required

**Working Arrangements**:
Full-time hours: 38 hours/week

& Permanent

Schedule: 8-hour shift from Monday to Friday

Work Eligibility: Must have full rights to work in Australia and well-spoken in English

**Salary**: $70,000 per annum plus superannuation

Benefits: Employee discount

**Job Types**: Full-time, Permanent

**Salary**: $70,000.00 per year

**Benefits**:

- Employee discount

Schedule:

- 8 hour shift
- Weekend availability

Work Authorisation:

- Australia (required)

Work Location: In person

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