Customer Experience Manager

15 hours ago

Adelaide, South Australia Catamac Full time $90,000 - $120,000 per year

About Catamac

We are a leader in supplying premium maintenance consumables to companies operating mobile and fixed assets in the mining, quarry, infrastructure/civil, and oil & gas industries. We are passionate about making life easier for people in these industries through the continuous improvement of systems and processes.

The Role

We are seeking an experienced and driven professional to join our team as the Customer Experience Manager. This role offers an exciting opportunity to lead in delivering unparalleled customer satisfaction.

Key Responsibilities

  • Increase existing customer account penetration and grow wallet share
  • Manage and oversee call management and order processing functions
  • Assist with improvements for ERP & CRM systems
  • Continually improve customer satisfaction (NPS)
  • Develop and implement training plans
  • Oversee complaint management
  • Maintain an overview of sales orders and inbox
  • Liaise between sales team and operations
  • Manage and update Standard Operating Procedures (SOPs)
  • Maintain daily phone operations, including call queue
  • Conduct outbound calls to nurture existing customers
  • Follow up on quotes and keep team members accountable to KPIs

Ideal Candidate

  • You love customers and will always go the extra mile
  • Intense follow-up skills
  • Outstanding attention to detail
  • Calm under pressure, solutions focused
  • Passion for streamlining and implementing process improvements
  • Excellent communication skills
  • Highly organized
  • Proven punctuality, reliability, and accountability
  • Strong team player

Benefits

  • Excellent salary
  • Profit-sharing based on company EBITDA performance
  • Exposure to various business functions
  • Opportunity to drive positive change in a dynamic, family-owned business
  • Free lunch Fridays
  • Passionate team environment

Ideal Selection Criteria

  • Minimum 3 years of experience in Customer Service Management
  • Computer Literacy - Proficient
  • Experience leading a team of 5+ people
  • Understanding of Lean principles (preferred)

Reporting to:
Internal Sales Manager

How to Apply

If you believe you're the right fit for this role and are excited about making a real impact, we'd love to hear from you. Apply now with your resume and a cover letter detailing your relevant experience and why customer experience is important to you.

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