Customer Service Manager

About 4Cabling

At 4Cabling, we are more than just a leading direct-to-consumer manufacturer, wholesaler, and retailer of cabling, server racks, IT management, shelving, and electrical accessories. We are at the forefront of innovation in our industry.

As we continue our exciting growth trajectory, expanding our reach and impact, now is a thrilling time to join our team. Our commitment to quality and innovation goes together with our dedication to team development, making 4Cabling the perfect place for those eager to advance in a dynamic and nurturing environment.

Why 4Cabling?

Joining 4Cabling means becoming part of a community that genuinely values work-life balance and team well-being. We are proud of our dynamic work environment where you can truly thrive both professionally and personally.

• Genuine Work-Life Balance: We understand the importance of balance and ensure that work complements your personal life.
• Supportive and Diverse Culture: Our inclusive culture celebrates diversity and fosters a collaborative environment focused on community involvement and corporate responsibility.
• Competitive Salary:Reflecting the experience and value our team members bring; our salaries are above market rates.
• Employee Development: Growth and learning are part of our culture, with opportunities for professional development across our expanding business.
• Health Benefits:We prioritise your health with comprehensive benefits.
• Central Location: Easily accessible by public transport, with free parking and nearby amenities.

About the Role

We are looking for an experienced Customer Service Manager to join our team in Homebush. on a full-time basis. The role will be leading the customer support team, ensuring the delivery of exceptional customer service across all channels.

• Ensure the team delivers exceptional customer service across all channels, including web orders, returns and website inquiries.
• Handle complex and escalated customer issues to ensure satisfactory resolution.
• Hands on approach to attend to inbound and outbound calls and responding to all customer queries daily.
• Monitor customer interactions to ensure consistency and quality.
• Lead by example and tailor team training to enhance each individual team member's skills.
• Lead and coach the customer service team, fostering a culture that values coaching, performance management, and celebrating success.
• Develop and maintain a performance-driven environment where team targets and customer service levels meet or exceed expectations.
• Ensure proper handling of web orders, returns, and related customer service inquiries.
• Coordinate with the warehouse team for order fulfillment.
• Liaise with the National Sales manager to develop strategies to improve customer satisfaction and retention.
• Implement and improve systems and working practices to enhance quality, customer service, and operational efficiency.
• Contribute to the operational plan and execute strategies to ensure performance metrics are met.
• Develop and sustain close working relationships with key stakeholders including the receiving team and couriers.

Qualifications and Experience

• Minimum of 5 years' experience in a management role, preferably within a sales and customer service driven environment.
• Degree in Business or related field.
• Experience in Data & Fibre products.
• The ability to work under pressure and be highly organised.
• Clear and concise channels of communication with account managers.
• Ability to further develop and enhance professional relationships.

Personal Attributes

• Strong communication and interpersonal skills.
• Excellent verbal, written communication and presentation skills that make an impact and persuade their intended audiences.
• Ability to work effectively in a team environment.
• Highly organised and detail-oriented, with the ability to prioritise tasks effectively.
• Proactive, self-motivated, and able to work under minimal supervision.