Customer Service Manager Retail

3 days ago

Perth, Australia Retailworld Resourcing Full time

**Customer Service Manager | Retail & Online**
- Leading kitchenware retailer locally owned and operated
- Strong ecommerce growth and store portfolio
- Influence, lead and develop a team of customer experts

**Leader required for a highly regarded and well-loved Australian retailer. Join a progressive business who are passionate about customer experience.**

**About the Company**:
Our client is a leading kitchenware and homeware retailer in Australia with a footprint of 18 stores nationally and a large online presence with an international reach. They are a family owned business who have continued to evolve and inspire passion around food preparation, cooking and serving for many decades. They are passionate about offering each and every customer exceptional advice and value for all of their cooking essentials.

They are sourcing for an experienced Customer Service Manager to lead this important department in their business. The role oversees and influences a team of 15 all situated either in their Fremantle Head office or working remotely both nationally and internationally. Working with a vision, you will be a leader who is passionate about developing and inspiring your team to reach new heights and wow your customers. Reporting into the Executive Team, this broad and challenging role will see you communicate effectively across a diverse range of customers, stakeholders and colleagues.

**The Job Role**:

- Lead, influence and support your team to exceed customer expectations
- Develop and grow your team’s capabilities to achieve long term retention
- Effectively roster across all trade patterns to meet national demand
- Review and manage response rates on all queries and escalate where appropriate
- Evolve efficiency processes to lift productivity and support growth
- Hands on leadership role with a collaborative and inclusive approach
- Building relationships with internal and external stakeholders
- Exceeding customer expectations via all touch points

**What you will Have**:

- Proficiency with online customer service tools and e-commerce platforms
- Experienced in leading and influencing a Online Retail Customer Service Team
- Passionate about team development, engagement and retention
- Exceptional attention to detail and have a solution focused mindset
- A well organised manager with a desire to continually improve processes
- Ability to multitask and provide timely solutions to all situations
- Analytical skills to understand data and interpret the outcome
- Proven ability in implementing service processes and achieving service kpis
- Customer first approach with excellent verbal and written communication skills
- Humble, genuine and approachable leadership style

**What you will Receive**:

- Salary base of $80-95k+super depending on prior experience
- Join a growing local business with a loyal customer base
- Supportive and inspirational leadership team
- Authentic company culture based on people and connection
- Structured induction plan to set you up for success
- Outstanding product discounts

For any questions or a confidential conversation, please call Elissa on (08) 6365 0059

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