Customer Service Manager

2 days ago

Perth, Australia Embodied Full time

A newly created position has become available due to this organisations reputation within the automotive sector. This privately owned business has experienced significant growth and is now seeking an experienced Customer Service Manager to drive team performance and improve the overall customer experience.

With a reputation for manufacturing quality automotive accessories for more than forty years, we are seeking a highly motivated individual to manage a team of staff and assist in implementing updated phone systems and reporting technology. With a focus on creating a collaborative and progressive team culture, you will play a pivotal role in ensuring that customer inquiries are actioned in an efficient and effective manner. As part of their values, they pride themselves on continuous improvement ensuring exceptional customer experience and satisfaction.

To continue to achieve this objective, they are seeking a Customer Service Manager who has the same dedication for ensuring exceptional outcomes for their clients.

Duties will include:

- Coaching and developing a growing team
- Research and implantation of new phone systems to provide accurate reporting
- Take ownership of customer issues and follow problems through to resolution
- Assist in building a sales support team
- Problem-solving, conflict resolution and frontline support
- Build own and execute client success and engagement plans
- Lead the team to identify new sales opportunities
- Management of online ordering system including customer set-up
- Identifying trends in non-conformance and enhancing customer experience
- Continuous improvement of sales order processing, order fill rates and sales trends to ensure KPI’s and targets are achieved
- Direct management of the NPS score, analysing customer feedback, researching issues and actioning changes across the business
- Strategic planning and presenting cases to the Executive team

As part of the management team, you will become a pivotal part of the business and your vast knowledge of driving customer satisfaction will be valued. You will also be heavily involved in creating an internal sales support team, and previous experience in a fast-paced environment would be highly advantageous.

To be successful in this role you must enjoy a hands-on role where you lead by example, impart knowledge to your team, and contribute to the ongoing success of the business by ensuring the highest level of customer satisfaction.

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