Customer Service Manager

We are seeking an enthusiastic, energetic person to join our growing business in Australia based out of Sydney Olympic Park and Sydney CBD. To keep up with the growth, we are looking to appoint an experienced Customer Service Manager to help contribute and manage a team. Bauerfeind is a premium global manufacturer of braces, supports and active compression garments established in Germany in 1929. Bauerfeind is present in over 35 countries and is proud to be an official supplier to the Olympic Games. We help everyone live a more active and pain-free life through our customer service and cutting-edge products. If you have strong attention to detail, able to consistently perform and manage within a team environment, have the motivation and initiative to come up with strategies and execute them, enjoy helping people live a pain-free and active life and looking for the next big step in a company that is growing, then this is for you Reporting to our Managing Director, you will be responsible for: Customer satisfaction: working closely with the team to ensure first-class customer service and sales conversion of website visitors, physical store visitors and business enquiries from customers Use internal software and technologies to enhance services: Shopify Platform and our internal warehouse management systems to investigate customer order history and make updates to customer information and deliveries as required. Set performance targets and KPIs for the team and ensure that weekly targets are achieved and continuously improved Work with the team leaders including logistics, Sales, Managing Director as well as the broader Bauerfeind team to ensure communication about campaigns, new product launches, website updates and any other issues related to customer service. Mentor and assist the retail Customer Service team and empower each team member to use their extensive product knowledge to provide excellent customer service Target Driven and operation attention to detail: rostering, training and day-to-day management of a team of online customer service and sales representatives Provide weekly and monthly reporting on team and individual performance and customer insights and pain points. Identify areas to improve overall customer experience and sales effectiveness offering across channels Act as a point of escalation for any customer related issues and cover any short staffed days in other areas of the business. About you You will have: - A record of consistent work achievements with the ability to find solutions to day to day business operations - Ability to manage teams, onboard team members and staff retention strategies - 2-3 years of experience leading an online or in-person customer service - Exceptional written communication skills; with the ability to provide clear and concise information - Excellent time management skills and the ability to multitask - Ability to use technology to its potential to help with operations - You have a consistently high attention to detail with excellent problem-solving skills. About Us At Bauerfeind ANZ our motto is "Keep Life Moving". Our goal is to help people live a pain-free and active life whether it is someone struggling with an injury/condition through to an athlete looking to achieve their personal best. Since 1929 we have been pioneering technologies in compression and bracing to be a world leader in this industry. We supply the Olympic Games globally as well as world leading clinicians across the globe who trust Bauerfeind's quality products and services. **Job Types**: Full-time, Permanent **Salary**: $80,000.00 - $100,000.00 per year **Benefits**: - Employee discount Schedule: - 8 hour shift Ability to commute/relocate: - Sydney Olympic Park, NSW: Reliably commute or planning to relocate before starting work (required) **Education**: - Advanced Diploma / Associate Degree (required) Work Authorisation: - Australia (required)