
Manager, Office Operations I
3 days ago
The Office Operations Manager (OOM) is passionate about delivering best in class customer service and plays an integral role within the Australian team, overseeing the day-to-day operations of the administrative and customer service functions and providing direct support to the Director of Operations & Field Operations Manager.
This role is key to ensure all office operational functions are executed professionally and in a timely manner and that the customer experience is at the forefront of every interaction. Working closely with Yard Operations, Sales, Finance and Support functions, to ensure a smooth & efficient consignment to cash process across all selling platforms is critical to the success of this role.
This role requires travel to Brisbane regularly to manage QLD team.
RESPONSIBILITIES
- Manage all aspects of office operations including overseeing the day-to-day functions including office workflow efficiencies and ensuring that telephones are answered promptly and courteously.
- Manage customer complaints & propose/execute solutions as needed. Handle customer payments including collection calls and payment holdbacks as required.
- Schedule customer service staff to ensure maximum customer service levels.
- Manage adherence to company policies, procedures and best practices.
- Manage direct and indirect reports as you work to develop a strong team.
- Monitor and measure service metrics and implement improvements or changes to workflows and resource allocation to support continuous improvement.
- Provide input to the budget and strategic decisions that affect the office operations teams.
- Perform other duties as required by the Director of Operations.
- Provide operational support for new initiatives implemented by the company e.g. working with strategic partners and acquisitions
- Ensure that all administrative staff adhere to governmental regulations and requirements for payment reporting, DMV regulations, sales tax collection and exemption.
QUALIFICATIONS
- 5 years’ customer service experience preferably including handling customer complaints
- Minimum 5 years’ experience in a fast-paced customer service environment.
- Minimum 3 years’ experience of managing a team of 5+, preferably including both onsite & remote teams,
- Proven experience in customer service operations.
- Demonstrated ability to handle multiple projects / initiatives effectively and prioritize work to meet strict deadlines in high pressure situations.
- Strong analytical and problem-solving skills.
- Proven ability to lead & enable change.
- Excellent oral and written communication skills with the ability to build strong working relationships.
- Strong organizational & communication skills
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