Customer Experience Manager
5 days ago
Customer Experience Manager
· Braeside Location
· Permanent Full Time Position
· New role - make it your own
Armstrong Flooring is looking for enthusiastic, positive and systems orientated customer service manager to lead our customer service and after sales service teams.
About Us
Armstrong Flooring, one of Australia's oldest and leading distributors of hard flooring and Australia's only manufacturer of resilient floor coverings, has opportunities to join our well-established Australian owned business as a Customer Experience Manager. Armstrong has flourished, in times of prosperity, change and challenge, on delivering quality products and customer service excellence.
About the Role
This is a newly created position following a restructure. Reporting to the Chief Operations Officer, you will be responsible to lead and manage the customer service and after sales service teams to ensure Armstrong Flooring delivers best practice customer service across various customer segments, and every aspect of the customer journey. This will be achieved by supporting team development and leveraging off the recent implementation of Microsoft Dynamics to drive increased productivity and efficacy in delivery of Armstrong Flooring's customer experience by maximising all processing, automation and reporting improvement opportunities.
Key duties include:
- Leading and supporting the customer service and after sales service teams to achieve company, department and individual goals while ensuring adherence to company policies and programs
- Review of existing processes identifying improvement opportunities and provide recommendations for improved customer service processes including improvements for work allocation and maximising reporting, automation and reporting opportunities within Microsoft Dynamics including utilisation of AI
- Establish and monitor processes to provide accurate and on time customer experience performance reports
- Handle escalations and implement corrective actions
- Develop and implement strategies for improvement of customer satisfaction
- Working with the Sales, Supply Chain and Operations teams to ensure the highest possible customer service level
About You
To excel in this role, ideally you will have:
- Minimum 5 years accounts customer service experience, preferably in a leadership role in distribution and/or manufacturing business
- Strong leadership and people management experience with the ability to motivate a team
- Excellent written and verbal communication skills with the ability to build relationships
- Strong customer service focus with a good understanding of commercial practices
- Proven ability to handle and resolve conflicts effectively
- Ability to develop and drive continuous improvement and ensure adherence to corporate policies and procedures
- Ability to work under pressure and manage multiple tasks
- Proficiency in customer service software. Previous experience with Microsoft Dynamics and advanced Excel skills (pivot tables, vlookups, macros) is an advantage
- Familiarity with CRM and e-commerce platforms as Shopify and AI would be an advantage
Remuneration package commensurate with experience and relevant qualifications. The roles entail onsite parking and good working conditions.
If you are proactive and want to join an established and well regarded Australian owned manufacturing business, apply online via the appropriate link below including a cover letter.
(Only shortlisted applicants will be contacted)
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