Customer Service Manager

Are you looking for a Customer Service Manager Opportunity with a difference?

Do you want to join an **Australian Own & Grown** organisation as we scale up and go **international**?

**Do you come from a logistics background, with a passion for getting things from Point A to Point B?**

This will be a substantial people management role, with a considerable side serving of **Logistics** and **Warehousing**And as our new Customer Service Team Leader, your primary focus will involve **coaching**, **motivating**, and **inspiring** a team of well-trained Customer Service Campions to deliver the company vision and achieve unmatched customer outcomes with every interaction.

From managing and resolving customer escalations to overseeing all aspects of performance, you will own and operate various critical business functions essential to our continued success.

Use your skills to become a leader in the Health & Wellness space as we **expand around the world**

This fast-growing opportunity requires an **unwavering attitude, **an amazing understanding of what makes customers tick, impeccable **people management skills**, and a **freight & logistics focused, problem solver **..

CORE ATTRIBUTES
- **What You Bring to The Table**_

Understanding what your customers want, how to improve their experience, and serving as an example to others internally, we’re looking for the following critical personal attributes:

- _Customer-driven_ - You know the importance of good customer service and excel at leaving each client 100% satisfied
- _Communicator -_ You excel at communication and are a great listener
- _Business & Financial Acumen -_ You possess exceptional problem-solving capabilities, the ability to present new offerings, and a solid understanding of finances and the bottom line.
- _Can-do attitude - _You know your customer and what they need. You aim to please
- _Mentor - _You love to coach and encourage and lead others
- _Collaborator - _Team player, confident, partner. Youare a constant. A dependable, trusted counterpart

RESPONSIBILITIES
- **What You Can Expect Day-to-Day**_

Ready to get to work? While no one day is the same, the following are just some of the activities you will execute:

- Leading a small, but mighty team
- Helping manage our logistics & warehouse partners
- Demonstrating a solid understanding of the logistics space & identifying areas for improvements in processes, procedures & partnerships
- Setting and managing Team and Individual KPI’s
- Live listening to the customer service team members and providing live coaching
- Performance Management, including Performance Improvement Plans (PIPS)
- Conducting weekly one-on-ones
- Assessing staff capabilities and areas for improvement and development and individual strengths
- General administration tasks, including data entry and reporting
- Conduct call quality audits and provide coaching sessions on areas for improvement
- Ensure that all employees comply with company policies, processes, and frameworks
- Support, lead and mentor the 2IC
- Managing and resolving customer escalations
- Driving positive reviews and customer journey
- Responsible for approvals, quote requests and replacements.
- Identifying and updating process improvements
- Leading by example

QUALIFICATIONS
- **What it Takes**_

We are looking for an outgoing, energetic doer/leader driven by customer service who wants to grow with us and make things happen

Minimum Requirements:

- Extensive experience in leading and managing small teams in a call centre, operational environment. Minimum 4 - 5 years.
- **Experience working in a logistics or warehousing environment**:

- Tech-savvy, but you don’t need to be an expert (Think Intermediate in Microsoft programs & Gmail suite)

**This role is an in office position, working in our fun & supportive South Melbourne office, 3205**

OUR COMPANY
- **Working with us**_

Considering we spend a LOT of our life at work.. We have made it our mission to recruit and foster an amazing bunch of humans And in doing so, we have cultivated a fun, exciting and positive working environment, which people are genuinely proud to call their home

**Not only is the office fun & vibrant, but team members also enjoy;**
- A supportive collaborative culture
- Free daily massages
- Regular team lunches and events
- And a company committed to making the world a better place

We are committed to your success We are an established Australian-owned business operating for over 18 years in the wellness industry. Searching the world for the highest quality products to help our customers relieve aches, pains, and live the life they deserve.

Our objective is to strive to create happiness for our team with a **culture of** **positivity, growth, gratitude, and high performance. **We treat our customers like family and give them the best product and service experience possible. We are a rapidly evolving team of motivated people who spend our days in a fun, energ