Customer Service Supervisor Pursuit of Excellence

3 days ago

Melbourne, Australia Bespoke Career Management Full time

**Sector**:Architectural and Interior products
- **Job Ref**:58425

**About this role**:
We need a Customer Service Supervisor who can take charge and takes joy in servicing our customer service department whilst fostering a caring positive relationship with our clients. If you know how to find the best way to communicate with individual customer complaints, concerns and needs, you’d be a perfect fit for this position.

**Key Responsibilities**
- Interpret Net Promoter Score (NPS) data and create strategies to address improvements
- Ensure team members are adequately trained and resourced to resolve customer enquiries at first contact
- Conduct monthly employee 1:1 meetings to drive engagement, gain feedback and develop strategies to promote a culture of open communication
- Prepare reports to outline departmental performance and highlight areas for improvement
- Ensuring internal policies and procedures are being followed
- Ensure Internal manufacturing schedules align with customer communications
- Assist Marketing department in distributing comms to our customer network
- Providing administrative assistance to the Senior Management team where needed
- Create a teamwork, performance-based culture by implementing regular team meetings to discuss departmental performance targets
- Positively engage with business stakeholders to document departmental procedures and ensure that adequate training is provided.
- Develop, and implement robust systems and procedures to ensure best practice customer service.
- Asist customers with product specification and selection
- Provide support to the Customer service team by answering calls when all team members are occupied
- Provide Sales support to the Customer Service team with regard to pricing enquiries
- Managing and Processing claims, credits and returns
- Ensure complaints are resolved quickly and expertly, and escalated when required
- Assist where required creating Jobs, Sales Orders and other ERP functions for departments under your control
- Proactively initiate and provide suggested improvements in our communication strategy

**Skills and Experience**
- Certificate or Degree in Business Administration or similar
- 5+ years’ proven experience in a customer service Supervisory role in the building products manufacturing industry
- Experience in creating management reports
- Knowledge creating KPI reports using Power BI or other tools
- Advanced to Expert knowledge in MS Excel
- Preferred Lean Principles knowledge/training
- Personal attributes that support a resilient, empathetic approach to deal with difficult customers from time to time
- Must have a caring, supportive, and professional phone manner
- Appreciates the finer details and nuances in communication
- Having a willing "can do" attitude
- Have great people skills and enjoy interacting with people
- Ability to effectively delegate, multitask, prioritise, set team targets, and manage time effectively
- Ability to retain and recall important information
- Have good problem-solving skills
- Have excellent written and verbal communication skills
- A team player that is Responsible and reliable
- Polite, friendly, and confident in helping our customers make decisions
- Has the ability to take a bad customer experience and turn it into a good one

**Culture and Benefits**
- Australian business with sustainability at its heart
- Opportunities for internal promotion
- Strong, supportive, sociable work culture
- Northern suburb location
- Work for a reputable company with an amazing product offering

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