Customer Service Manager

Join an iconic Wesfarmers business, Australian leaders in industrial supplies
- Outstanding employee benefits with ongoing training and career development
- Be part of our team in a permanent full-time role located in Braeside, VIC

**YOUR OPPORTUNITY**

Due to exciting business growth, we have a career opportunity for a **Customer Service Manager **to support our Customer First philosophy. This role is critical within our broader Customer Service Excellence Team and will be based in **Braeside Victoria.**

Whilst you will be focusing on delivering exceptional service to our customer service team members and our customers, this role will also see you supporting the day to day administration of our Braeside branch.

You will be managing a small team of around 7 Customer Service Officers in NSW and VIC, providing coaching and support, manage customer feedback and investigate complaints, liaising with other locations and departments to ensure we meet and exceed our customer’s expectations. No day will ever be the same

This is an amazing opportunity to kick start your long-term career and grow with a business that is keen to invest in your future.

**Your key responsibilities include, but not limited to**:

- Coach and assist the Customer Service team to improve our capability and develop our people
- Managing enquiries or customer feedback regarding concerns or complaints and see through to resolution
- Build engaging relationships with our customers and internal stakeholders during every interaction which includes the operations and warehousing team
- Liaise with sales team members in arranging sales leads to be followed up by external sales team members
- Develop and maintain a strong product knowledge of the Bullivants service offering
- Seek opportunities to improve processes or create efficiencies within your work area and team
- Review processes and procedures ongoing, ensure regular/consistent improvements are implemented and rolled out to the business
- Drive employee engagement and enablement improvement through the relevant survey results analysis and action planning
- Liaise with key stakeholders to help facilitate sales promotion activities across the region whilst ensuring appropriate customer service levels are maintained
- Be the project lead for your customer service-related projects. Ensure end to end delivery of your project within agreed timeframes and as directed by the business

**To be successful, you will have**:

- Customer Service experience is essential and previous leadership experience is desirable
- Excellent oral and written communication skills
- Confidence and experience with the Microsoft suite of products - Excel and Word are essential
- Strong time management skills
- Be safety minded and promote all things safety within our business
- Ability to multi-task as necessary during busier periods
- Experience with industrial products such as lifting and rigging, trade products is preferred but not essential - we will provide training
- Proactive approach to solution finding with a proven ability to analyse and solve complex problems
- Motivated to provide Exceptional Service Outcomes
- Strong commercial acumen
- Confident negotiator, influencer and communicator

**CULTURE & BENEFITS**

A career with Bullivants will offer you rewarding experiences and opportunities for growth and development. We have a diverse, inclusive, and safe workplace where our team members care about each other and enjoy building meaningful connections.

To ensure our employees feel valued, supported, and celebrated, we provide a range of employee benefits including:

- Monday to Friday role
- A range of diversity and well-being initiatives
- Ability to purchase up to 4 weeks additional annual leave
- Team events, celebrations, and development opportunities
- Team member discounts on Wesfarmers products
- Discounted offers from over 300 corporate partners
- Generous Wesfarmers annual share plans
- Attractive parental leave policy and more
- Salary sacrificing and novated leasing options

A career with Bullivants will offer you rewarding experiences and opportunities for growth and development. We have a diverse, inclusive, and safe workplace where our team members care about each other and enjoy building meaningful connections.

**OUR STORY**

Bullivants is a part of the Wesfarmers group of companies and operates as a separate business under the Industrial Specialists Division. The support provided by the group strengthens Bullivants ability to provide industry leading service and solutions to our customers.

Our nation-wide capabilities include rigging, lifting, testing, recovery, restraint, inspection, and height safety. Our people, products, services, facilities, and systems are uniquely focused on providing expert safety and load management solutions for our customers. We have built our business by working with our customers and developing our range of products and services around their requirements