Customer Services Manager

2 weeks ago

Sydney, New South Wales, Australia Swadlings Timber And Hardware Full time

A.W. SWADLING TIMBER & HARDWARE PTY LTD is one the largest timber experts in NSW. As a family business with over 100 years in the trade, we take pride in our service, from large jobs to small, from builders and tradies to home renovators, we make sure you get the right advice and the best products to complete your project. With two stores in Sydney, the flagship store in St Peters, and a store in Annandale, we offer an outstanding range of timber, building supplies and hardware.

We are seeking for a full-time **Customer Service Manager** (CSM) to join our team in our St Peters office.

Your responsibilities will include:
1. Develop and maintain strong relationships with customers, addressing their needs and following up after sales to ensure satisfaction with the purchased goods and address any issues that may arise.

2. Manage, mentor and motivate the customer service team to ensure a high standard of service is delivered consistently, including setting performance goals and providing regular feedback and coaching.

3. Identify opportunities to improve customer service processes and implement best practises to enhance efficiency and customer satisfaction.

4. Organise and conduct training sessions for the customer service team including assisting with recruiting and training new staff.

5. Handle complex customer complaints and issues escalated by the customer service team, ensuring a satisfactory resolution.

6. Collaborate with the inventory and sales teams to ensure product availability and address any stock related issues affecting customer service

7. Prepare regular reports on customer service performance, including metrics such as response times, resolution rates and customer satisfaction scores.

8. Manage the customer service department budget, ensuring resources are allocated effectively and efficiently implementing customer service strategies
- Diploma level qualification
- At least 1 year of work experience in the field

The salary for the role is minimum $73,150 plus super per annum, depending on experience.

Pay: $73,150.00 per year

Schedule:

- Monday to Friday

Work Location: In person

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