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As part of our talented Global Service Group, you will lead the APAC Customer Service team (Australia, New Zealand, and China) to champion the continued development and delivery of exceptional customer experiences. This is very much a hands-on position, with great opportunities to apply your strategic thinking and your collaborative leadership approach to make a genuine impact. You'll lead the customer journey and be the key customer advocate for the APAC region.
The role is accountable for mechanical parts designed, developed, and specified at Navico Group digital systems including excellence in delivery and continuous improvement.
As a leader, you will ensure goals are clear, delivery status is visible, risks are managed and escalated as necessary. You will help create a positive culture and work environment. You will have an enthusiasm for innovation and building excellent products for our customers.
At Brunswick, we have passion for our work and a distinct ability to deliver. Essential Functions: Drive and lead a culture of customer service excellence.Develop and maintain specialised knowledge, techniques and skills to deliver a high-quality service and an enhanced customer experience.Monitor, review, analyse work volumes and report on new and emerging issues.Develop and implement systems, procedures and projects, to achieve business outcomes and improve performance standards.Ensure SLA commitments are honored in relation to call-backs, follow-ups, promises etc.Manage escalated issues received from other Company Departments, including Sales and Service Teams and Customers.Maintain continuous contact with customers to reach an amicable outcome within prescribed timeframes.Leadership Functions: Build a high-performing team through development of talent, and management of succession pipeline and recruitment of high performing individuals.Coach, mentor and develop direct reports.Evaluate performance, provide input, guidance, and corrective actions as necessary.Set team and individual OKR's and conduct performance reviews.Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way. Required Qualifications: 8+ years of experience in Customer Service environment and Bachelor of Business degree or related discipline advantageous.Strong knowledge of customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software.Excellent communication and interpersonal abilities, with a knack for building trust and relationships at all levels. (verbal, face to face, and written).Proven people leadership skills.Strong operational management and organisational skills.Strong analytical and critical problem-solving skills.Preferred Qualifications: Prior leadership experience both with local and global teamsPrevious experience in the Marine industryWorking Conditions: 90% office based.There will be times when you are needed to work weekends or after hours.Why Brunswick: Whatever tomorrow brings, we'll be at the leading edge. As the clear leader in the marine industry, we're committed to our values and supporting our exceptional people. We have a family friendly, social environment and are proud of being recognized for making a splash with numerous awards!
Navico Group is a stand-alone division of Brunswick, the world's largest recreational marine business.
We are a global leader in technology, systems and solutions for a variety of industries, from Marine & RV to Specialty Vehicles and beyond. Our broad portfolio consists of the industry's leading brands in Power Systems, Digital Systems, Fishing Systems, and Performance Components including Ancor, Attwood, B&G, BEP, Blue Sea Systems, C-MAP, CZone, Garelick, Lenco, Lowrance, Marinco, MotorGuide, Mastervolt, ProMariner, RELiON, Simrad and Whale.
At Navico Group, we believe that you can only have world-class products and leading brands with the right people behind them. As well as being passionate about our products, we are as passionate about our people.
Our team is committed and driven, every day, to be the most trusted supply partner to the marine and mobile industries...and beyond.
If you live to our values of being exceptional, driven, creative and authentic and the thought of working for a fast paced, dynamic, and growing business excites you, then we would love to hear from you.
Apply now with a resume and cover letter outlining your interest. Candidates must have AU Residency or a valid work permit and currently reside in AU to apply for this role.
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