Customer Service Manager

1 week ago

Newcastle, New South Wales, Australia Sandvik Full time

About our Organisation
- "Reinforcing Progress"_

DSI Underground (a SANDVIK owned company) is one of Australia's largest, leading manufacturers, suppliers and exporters of specialist strata reinforcement and support products to the underground coal and metalliferous mining sectors. DSI Underground also provides galvanising and other related services to the mining, civil, marine, commercial, and industrial industries.

About the Role

Based at our Heatherbrae site and reporting to the Commercial Sales Manager, the Customer Service Manager is responsible for overseeing the day-to-day operations of the customer service team. Key duties include conducting training sessions for Customer Service Officers (CSOs), monitoring team performance, and leading performance reviews to ensure consistent service quality and professional development. The position requires strong sales experience, leadership, effective communication, and the ability to foster a high-performing customer service environment. The duties and responsibilities associated with this role will include, but are not limited to:

- Providing support to the customer service officers for all customer telephone enquiries such as orders, service needs, complaints, invoicing and disputes, responding where applicable or referring to the appropriate Sales Manager, or sales/account and technical/service representatives.
- Develop strong and positive relationships with external customers.
- Oversee the daily operations of the customer service team to ensure efficient service delivery.
- Liaise with finance, production and logistics staff to provide internal sales support for the sales team.
- Identify opportunities for improvement that benefit the company to improve its operations.

About You

To be considered for this role, you will bring at least 5 years of experience in a sales environment, along with demonstrated leadership expertise, ideally within the Manufacturing or Industrial Products sectors. You possess excellent communication and interpersonal skills, with a strong attention to detail and well-developed problem-solving capabilities. Proficiency in Excel comes naturally to you, and you are comfortable working in high-volume, fast-paced settings. While a tertiary qualification in business, sales, or accounting is preferred, it is not essential.

What We Offer You
- Discounted private health insurance and other benefits with leading providers
- Access to our exclusive Recognition, Benefits & Good Vibes Program "Spirit Circle"
- Flexible work options
- Christmas Gift
- Annual flu vaccination
- Fitness Passport for you & your immediate family
- Professional Development opportunities and support with CPD
- Monthly People & Community events e.g. Jeans for Genes Day, World Blood Donor Day etc.
- Employer-funded Employee Assistance Program (EAP) access for you & your immediate family
- Opportunity to develop within an expanding and ethical global organisation as integrate into our Sandvik family
- PLUS more

DSI Underground is proud to be an EEO employer. We are committed to hiring the best person for the role and organisation in order to create and maintain a diverse and inclusive culture for all. DSI Underground is proud to be a Work180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and benefits on the Work180 website.

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