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Customer Service Manager
2 weeks ago
We believe in playing our part - as an Australian leader in aquaculture and leading seafood brand - to ensure a prosperous, healthy planet for future generations. Every day, we proudly play our role in the global production of responsibly farmed salmon and prawns that enables us to make a valuable contribution to feeding Australians and the world.
With over 35 years’ experience, we are industry leaders, innovators, safe and diligent producers and first and foremost, we are responsible farmers who prioritise our people, their safety and their communities. Tassal has a long history of supporting local organisations and is committed to supporting groups that foster and enhance the engagement and connectivity of the communities where they operate.
**We love the seafood, but we really love people. They are our heartbeat. Our communities form our heartland.**
***About the role**:
We are motivated by continued evolution and improvement and are always on the lookout for greater value creation of our products and our industry. That’s how we stay at the top of national and globally responsible protein producers.
Our Sales & Customer Service Group is redefining the way we influence and lead consumer demand to deliver new means of competitive advantage and value generation. In this role you will:
- Lead and develop our Customer Service function, bringing new insights and best practices to effectively service our customers utilising both inbound and outbound techniques.
- Lead the day-to-day operations of the Customer Service team, building capability and fostering a high performing culture.
- Accountable for the coaching and development of Tassal’s Customer Service Officers towards best practices to effectively service our customers.
- Build, maintain and leverage strong relationships with key internal stakeholder and customers to increase sales, problem solve and resolve conflict.
- Monitor, report on and improve department targets including but not limited to order accuracy, order automation, inbound/outbound call targets and new business.
- Continuously make recommendations and improve procedures, processes and systems that contributes to building higher customer satisfaction and a smooth customer experience.
- Lead the team in outbound promotional activity including cross sell/up sell campaigns.
- Maintain high standards of accuracy and attention to detail.
***About you**:
Your contribution to achieving our mission and strategic objectives will utilise your:
- Passionate about coaching and developing a high performing team
- Relentless approach to continuous improvement and leading transformational change that drives the group forward
- Comfortable wearing multiple hats and being a pivotal point of the business
- Prior demonstrable experience in a fast-paced customer service operation and leading strategy
- Outstanding communication skills supported by strong commercial acumen and technical sales knowledge
- Ability to lead a team and problem solve on the fly
- Strong organisational skills in planning and prioritisation
- Expertise in influencing and managing key stakeholders
- Intermediate systems skill in SAP/Navision, CRM and Microsoft Office
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**Benefits for you**
- Competitive salary package and bonus’s;
- Flexibility to work from home;
- Be part of an experienced and supportive Sales & Customer Service Group;
- Birthday Leave;
- Professional career development program - Take your Career to the next Level;
- Wear your jeans to work;
- Discounted private health insurance;
- Heavily discounted seafood through our Salmon Shop & Truck ;
- Free, confidential counselling sessions through our Employee Assistance program; and
- Free Annual Flu Vaccinations (if you want).
***About us**:
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**Applications close 9am Monday 19**th** December
