Customer Service Manager

**Customer Service Team Leader**

**About Us**

We are Bryant Dental. An innovative and exciting, med-tech startup looking to recruit talented sales specialists to join our growing and passionate team. Working alongside a team of sociable, high-energy and dedicated colleagues, the Customer Success Manager will be at the forefront of exceptional service to our growing client list, with further career opportunities to develop in a variety of different directions as our organisation continues to expand. Our Sydney office is based in Chatswood/Roseville and our Global HQ in London.

Our mission is to create products that excite, inspire and help dentists perform at their best. If you want to be involved in one of the most disruptive dental companies in the world, keep reading

**About The Role**

As the Customer Service Team LEader at Bryant Dental, you’ll take ownership of customer queries and follow through to resolution, working with cross-functional teams where appropriate whilst championing customer experience throughout the organisation. Running your department in an efficient and profitable manner whilst increasing customer satisfaction, loyalty and retention to facilitate organic growth, you’ll set a clear mission, strategy and objectives for your team and will develop and implement best practice service procedures, policies and standards.

**About You**

You have proven experience as a Customer Service Manager, Supervisor or Lead with a good working knowledge of customer service software, databases and tools and are a champion for customer experience and continuous improvement.

As a confident multi-tasker with advanced communication and trouble-shooting skills, a calm and professional approach and a can-do attitude, you can think strategically and lead and develop a successful team of customer service advisors.

**What you**’**ll be doing**:

- Enhance the customer experience and relationship through development of team skills and processes, governing sales order management.
- Be the voice of the customer within the wider organisation by taking strong ownership of customer requests/problems and collaborating across departments and with the customer to come up with the best solutions as quickly as possible.
- Build a highly engaged and productive team, by constantly looking after the team’s development, performance and wellbeing.
- Manages on a daily basis the Customer Services Team; organises and supervises the activities and work of the team to ensure that all work within the department is carried out efficiently and in accordance with operating procedures and policies.
- Together with the Sales team further develop the CRM system to provide effective, timely complaint handling and customer relationship enhancement.
- Continuously look for ways to improve workflows and benefit communication and response times.
- Development and production of departmental KPI’s, such as OTIF and SO input accuracy.
- Work with other colleagues and departments within the organisation to optimise supply chain within space, cost and capacity constraints.

**Other Responsibilities Include**:

- Develop and implement customer service policies and procedures.
- Define and communicate customer service standards.
- Oversee the achievement and maintenance of agreed customer service levels and standards.
- Help in the training of junior support staff.
- Order office supplies as needed.
- Help create exceptional customer experience by assisting the customer service team.
- Set the tone for a customer-focused, thoughtful environment by leading by example.
- Knowing the Company’s products inside and out to step in on complex or escalated customer issues that the team is unable to resolve.
- Liaise with company management to support and implement growth strategies.
- Handle inbound and outbound mail including international shipments.
- Experience being a 2IC or leading a team of customer service/success agents.
- Someone who can live and breathe our brand by being a proud member of the BD team.
- Ability to deliver exceptional customer service.
- Energetic, high EQ professional.
- Proactive, outgoing and results-focused.
- Thrives in a customer relationship-based environment.
- Effective planning and organisation skills.
- Ability to work well independently as well as within a team environment to achieve goals.
- Great at managing their own time and customers to help the Sales team meet sales targets.
- Located in or around Sydney.
- Desirable to have dental background (Dentists, OHT/Hygiene, DA), but not necessary as we can provide training.

**What we offer**:

- Generous annual leave allowance of 25 days, plus national public holidays.
- A fun, sociable and agile team filled with like-minded driven people who are ready to reimagine the industry.
- An opportunity to join a fast-growth start up on an incredible journey.

**How to apply**:

- Why are you a good fit for our team?
- What motivates you at work?

We look fo