Customer Service Manager

Fulltime Customer Service Manager – Based in Neerabup, W.A.

Wesbeam Pty Ltd is an Australian owned and operated national market leader in the timber manufacturing industry. Our manufacturing plant and head office is situated in Neerabup, Wanneroo.

We recognise the true value of our team members, and we are great believers in personal and professional development. An exciting opportunity has become available for an experienced Customer Service Manager to guide our fantastic team of Customer Service Officers nationally.

In total the team consists of a small WA team and CSOs in QLD, VIC, NSW and SA. A great team of ten altogether. There is a requirement to travel to others states intermittently throughout the year to support the state team members.

Our ideal candidate will be efficient with their time and have a desire to provide outstanding service, be a team player as well as a Leader who can learn and adapt quickly to a new and demanding environment, have strong computer and data entry skills as well as a willingness to ensure all customer issues are dealt with quickly, professionally and accurately. This is a hands-on role that reports to the General Manager of Logistics.

Your duties will include:

• Lead the team in providing dedicated customer service from receiving orders to the delivery of product for all customers.
• Supervise and manage all aspects of our customer service team inclusive of overseeing and supporting the team in the management of customer accounts.
• Monitor workflow processes and work distribution within the team.
• Train and develop team members.
• Provide hands-on support to the team, leading by example and being involved in day-to-day tasks as required.
• Processing high volumes of customer orders via internal software platforms, email and phone.
• Processing of quotations, credit claims, raising purchase orders and returns.
• Procedure creation and updates.
• Providing product availability, product specs, pricing and delivery information.
• Maintaining a high level of communication with customers, contractors, account managers, production, dispatch and the WA head office.
• Resolve complaints and customer enquiries in a polite and professional manner without conflict.
• Assisting in the coordination and completion of stock takes.
• Releasing of daily orders for the production team in an accurate manner.

Essential Selection Criteria:

• 5 years' experience within a similar role (timber, building or construction industries highly regarded).
• Ability to lead a team to reach required goals and KPI's.
• Possess excellent communications skills inclusive of the ability to integrate and adapt to different personalities in a varied industry (i.e. speak to floor personnel, builders, truck drivers etc).
• Accurate arithmetic skills and the ability to calculate dimensions and size measurements without error in a pressured environment.
• Strong time management skills are essential as well as the ability to multitask and work towards achieving strict deadlines.
• Ability to problem-solve and manage customer queries and complaints in a professional manner.

Desired Selection Criteria:

• Intermediate computer literacy in Microsoft Office applications.
• Not afraid of a challenging role and is looking for a long-term career.
• Experience with SAP software is highly desirable in this role.

Essential Requirements:

• Proof of rights to work in Australia.
• Current National Police Clearance or willing to obtain at own cost (essential).
• Ability to complete a comprehensive Pre-Employment Medical, including a drug and alcohol screening with the company's provider.

At Wesbeam, we value diversity and inclusion. We strongly encourage and welcome applicants from all backgrounds to apply.

If you would like to be a part of our company and possess the skills and knowledge to be an asset to our team, we invite you to apply by emailing your cover letter and your resume to our HR Department:

Please note that only shortlisted candidates will be contacted for an interview.

Wesbeam reserves the right to expire the job advertisement prior to the closing date.