Customer Service Manager

2 days ago

Shepparton, Victoria, Australia Evolve North Full time $90,000 - $120,000 per year

At Evolve North, we take immense pride in our family-based values and close-knit work environment. Our commitment to quality and innovation has made us a leader in the industry. We are on an exciting journey of growth and transformation, and we are looking for a talented Customer Service Manager to join our team.

Founded on customer service, we have grown from a hospitality supplier to a regionally focused coffee supplier. Always reliable, contactable, and accountable, we support our café customers' ambitions with our unique roasted coffee and industry expertise. We strive to be original, fresh, and inventive, revitalising coffee roasting in regional Australia. Roast, blend, and supply on your doorstep. Simplified logistics through digital innovation.

Scroll down to the bottom of this job advertisement (YouTube Video) for an overview of our facility

Learn the role and then lead the team.

Responsibilities of the customer service team:

  • Provide frontline support to sales representatives and customers, including answering inbound calls, responding and resolving issues such as order discrepancies, machine breakdowns and payment processing.
  • Proactively manage customer communication including making outbound calls for weekly orders, sending follow up texts to ensure timely responses, monitor shared inboxes and process all incoming customer and website orders efficiently.
  • Support sales initiatives including creating and sending training links, promotional materials and supporting sales team with accurate and competitive quotes for existing and potential customers, including new products and custom proposals, showcasing a comprehensive understanding of our coffee products and services.
  • Coordinate closely with warehouse and sales teams ensuring customer needs are addressed promptly.
  • Manage cash sales by assisting with customer pickups, handling payments, and ensuring accurate order fulfillment.
  • Maintain accurate digital records including adding/removing items on the app, processing customer credits and managing account ownership changes.
  • Assist with various administrative duties such as filing, data entry, and maintaining customer databases, ensuring efficient office operations.
  • Collaborate with other teams, across all branches, to exceed customer expectations and provide a seamless experience.
  • Motivate and assist the development of our fantastic customer service team.

Requirements:

  • At least 3 years of customer service experience in a fast-paced environment.
  • Meticulous attention to detail, especially in accurately processing customer orders.
  • Proficiency in Teams and computer skills to streamline operations.
  • A customer-first mindset, adaptability, and a positive attitude to create a welcoming atmosphere.
  • Strong multitasking abilities to handle multiple priorities and meet deadlines effectively.

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