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Customer Support and Claims Team Leader
2 weeks ago
Aliaxis has embarked on a positive journey with its “Growth with Purpose” strategy, implementing ambitious, urgent actions for sustainability and innovation that will pay off in the short term.
Vinidex
For over six decades, Vinidex has been leading the way - setting the industry benchmark for pipeline systems and solutions. Our legacy spans across building, infrastructure, agriculture, and civil sectors.
We make life flow with groundbreaking, high-quality products, connecting everything from water, gas, and energy throughout Australia.
With the Aliaxis group as our parent company, we are part of one of the world's largest global networks to bring solutions to the world's water challenges.
We are proud of our focus on operating on 100% renewable energy by 2025 and our recycling programs across our sites, and are looking for passionate people that want to be part of our journey and embrace the behaviours that we stand for:
- We Dare to challenge the status quo, to innovate and to learn fast- We Care for the environment, our customers and each other- We Deliver by taking accountability for our decisions and actions
What will you do
Due to an internal promotion, we have a rare opportunity for an experienced Customer Support and Claims Team Leader to mentor and coach our fun and collaborative claims team and lead the way to deliver an exceptional customer experience.
In this busy role, you will deal directly with internal and external customers, overseeing all returns, disputes, pricing discrepancies and claims nationally, coordinating collections and working on process improvement initiatives to reduce claims to ensure prompt payment and improve cashflow.
Based at our Smithfield manufacturing facility and reporting to the National Credit Manager, you will work closely with the Accounts Receivable team and across all areas of our business and cross functional teams including sales, logistics, operations and despatch, where your relationship building and customer centric approach will be the key to your success- Assist and process outstanding claims including investigations and approvals, ensuring they’re actioned in a timely manner- Actioning customers general enquiries regarding credits i.e. copies of credit notes, copies of POD- Understanding Vinidex trading terms and communicating them to customers- Assisting with escalations and providing feedback to National Credit Manager and other stakeholders (Including presentations) and reports (Daily, weekly & monthly)- Process Improvement - reduce credits and errors, work with the business to ensure best practice
About you- Ideally you will have 2-3 years Customer Service Team Leader experience within a Manufacturing, Appliance, Trade or FMCG industry (Plastics, Building Products, Hardware or FMCG - highly considered).- Experience leading a small customer service team with experience dealing with customer resolutions, problem-solving and the ability to navigate complex manufacturing process’ to find the best solution.- Computer literate with solid Microsoft Office skills and proficient with ERP/CRM systems (SAP preferred).- Exceptional communication skills both verbal and written, with the ability to build meaningful relationships with all stakeholders including customers, to influence and negotiate to get the best outcome.- Demonstrated team player with a collaborative style who is positive, resilient and wants to work in a team that likes to have some fun.- Excellent time management and coordination skills with a sense of urgency, results focused, with high attention to detail and analytical mindset.- You have a can-do attitude, are flexible, adaptable and want to jump onboard to lead/mentor and continue to grow our team and improve internal processes.- You are an Australian Citizen or Permanent Resident.
Why join us? We care- Hybrid role working 3 days per week in office and 2 days from home (Initially full time in the office when training).- Flexible working hours to allow you to do the school drop off/ pick up or work on your health and wellbeing.- STI program and annual pay review are just some of the ways we reward our employees for their contribution.- You will enjoy working for a business that is conscious about what we do, how it operates and our impact on the environment.- Industry leading paid parental leave - 26 weeks paid parental leave for primary carer and 4 weeks paid secondary carer.- Employee Assistance Program access for you & your immediate family.- We take it further with our Employee Recognition Programs and Service Awards.- Opportunity to join our mentoring programs.- Diversity, equity, and inclusion is close to our heart as a global business, you will have the opportunity to join the DEI council.- A tailored career development opportunities at home and abroad.- A safe work environment with a strong focus on "Go for Zero".
For more information this role, please contact Carla Treuer on 0497 323 252.
Just a heads up - we are curren
