Customer Service Manager

2 hours ago

Sydney, Australia People Intelligence Full time

You will be working for a well-established homewares wholesaler with offices in Alexandria. The company sells a wide range of products to consumers via its online sales platform as well as companies via their national sales team who go out to meet their corporate clients. They also maintain a well-stocked showroom for clients who wish to see the products pre-sale.

You will be accountable and responsible for B2B and B2C customer experience by ensuring your small team offers the high levels of customer service the company is known for. This is a varied role with an emphasis on managing a customer service team as well all related admin and marketing functions that allows for the provision of first-class customer experience.

If you like variety and responsibility with a role that has many touchpoints and reports into senior management then we would like to hear from you.

**The role**:

- Manage the timely response to customer correspondence and the efficient actioning and dispatch of orders and backorders by the provision of exceptional customer service
- Management and development of the Customer Service Team, ensuring they hit KPI’s and targets (6 people)
- Management of various internal stakeholder relationships to include Sales, Customer Service and Warehouse teams
- Database management ensuring efficient transfer of data between internal and various external customer systems as well as management of subscribers and customer data
- Regular system reconciliation of outstanding orders and backorders and the deletion of false orders
- Implementation of continual business improvement strategies
- Maintain company websites and review and manage Google Analytics and SEO
- Maintenance of Sales resource tools
- Support the business with the execution and administration of promotional activities, including assistance with catalogue design and production
- Monthly management reporting
- Respond and process external customer queries, orders and complaints received by customers via various means, as well as management of collection of orders
- Provide internal support for all employees, sales representatives and external sales agents
- Become a product expert on all products and services available
- Assist with promotion of products and services taking every opportunity to maximise sales
- Process invoices and provide dispatch assistance to the warehouse team
- Provide administrative and organisational support to management when required
- Manage the general administrative & operational efficiencies of head office, showrooms and warehouse
- Other Ad Hoc duties as and when required

**To be successful in this role, you will require the following essential criteria**:

- At least 2-3 years’ experience in similar role ideally gained in retail, wholesale or logistics & supply chain industries
- Experience gained managing a small team of customer service reps.
- First class communication skills both written and verbal
- Multi-skill ‘Can-Do’ attitude
- Superior organisational and highly developed administration skills
- Strong commercial/business acumen
- High attention to detail with the ability to prioritise a busy workload
- IT tech savvy with advanced skills in MYOB and MS Excel
- Experience of database management using various systems both internally and externally
- Self-motivated with high levels of initiative
- High levels of customer service with a customer centric attitude that feeds into your team
- Ensure confidentiality of customer information at all times
- Actively contribute to an effective team environment

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