Manager Customer Service, Australia East

6 days ago

Eagle Farm, Queensland, Australia Metso Full time $90,000 - $120,000 per year
About the jobIntroductionWhat You'll Do
  • Lead, motivate, and mentor a large team of customer service professionals to deliver exceptional service.
  • Oversee the end-to-end customer service process, including order processing, customer follow-ups, expediting, issue resolution, and after-sales support.
  • Identify, implement, and manage automation tools to streamline workflows, reduce manual tasks, and enhance responsiveness.
  • Drive the implementation and optimisation of CRM (Salesforce) case management across the customer service function to ensure consistency and efficiency.
  • Collaborate closely with cross-functional teams - including Account Management, Front-End Sales, Purchasing, Logistics, and Technical Sales Support-to ensure seamless and integrated service delivery.
  • Monitor key performance indicators (KPIs), analyse trends, and develop targeted strategies for continuous performance improvement.
  • Act as a change leader, introducing innovative customer service solutions and leveraging digital tools to elevate the customer experience.
  • As a member of the Sales & Services Leadership Team, actively contribute to the development and execution of the overall business strategy.
Who You Are
  • Proven experience managing large customer service teams, ideally within the mining or heavy equipment sector.
  • Strong knowledge and hands-on experience with **SAP S/4HANA & CRM (Salesforce)**.
  • Demonstrated ability to introduce and manage process automation tools.
  • Strategic thinker with a passion for innovation and customer excellence.
  • Excellent communication and interpersonal skills.
  • Ability to thrive in a fast-paced, high-volume environment.
  • Change management experience is highly regarded.
What's In It For You
  • A work environment where safety is always the number one priority - both your physical and mental health is our priority
  • A competitive base salary reflective of your skills and experience with annual incentive program
  • Additional Annual Leave benefit for all permanent and maximum term employees
  • Hybrid work enviroment with requirement to attend the office at least 60% of the time
  • Gender Neutral Paid Parental Leave of 18 weeks at full pay
  • Paid Volunteer Leave so you can give back to the local community or an organisation of your choice
  • Active Social Club and companywide social events as your social wellness is important to us
  • Family focused events as your family forms part of our close-knit community
  • Comprehensive medical benefits including discounted private health insurance for employees and immediate family
  • Company provided Salary Continuance insurance cover

Metso

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