Supplier Success Professional

7 days ago

Sydney, New South Wales, Australia Avetta, Llc Full time

SUMMARY

Avetta is a global leader in supply chain risk management and compliance solutions. Our Cloud platform provides clients assurance that their contractors and suppliers operate in accordance with both sustainable business practices and regulatory mandates. Every day, in more than 20 countries, and for some of the largest companies in the world, we qualify suppliers and contractors in operational disciplines including health and safety, environmental impact, corporate social responsibility, financial viability, anti-bribery, and more. We serve as the evaluation layer not for what business a company operates, but rather, how a company operates its business.

The Supplier Success Professional - Team Leader, will assist in developing and maintaining a world-class prequalification system for contractors, suppliers and vendors but being the first point of contact for all Avetta customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

- Provide professional support to all Avetta customers.
- Resolve complex issues with focus on customer experience.
- Manage a team of up to 12 front line Supplier Success Professionals.
- Ensure your team provides a world-class service experience to our customers as measured by customer survey results.
- Perform all administrative duties and functions involved in managing a team including but not limited to attendance management, scheduling, coaching, disciplinary actions, recognition, call monitoring, side-by-sides, reporting duties, and other required administrative functions.
- Coach, develop, mentor and support your front-line teammates - lead by example.
- Participate in calibration sessions as needed.
- Be involved in the hiring and selection of Supplier Success Professionals and Team Captains.
- Handle customer escalations and service recover efforts.
- Work with other leaders within the Supplier Services organisation as well as other departments, such as billing, insurance and client success.
- Other duties, tasks and projects as required

MINIMUM QUALIFICATIONS:

- Previous experience leading a small team.
- Ability to encourage and mentor to team members.
- Strong customer service or call centre experience.
- Excellent communication skills - both written and orally.
- An affinity for learning online software systems.
- Interpersonal skills.
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Adaptability.
- Self-Motivated.
- Ability to travel to Newcastle (NSW) on occasion will be highly regarded.

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