Job Description:
The Client: Southland Supply Group is a leading Industry Supplier of Personal Protective Equipment, PPE, Workwear, Clothing and Footwear, Construction Site Equipment in Australia.
They are seeking a skilled and motivated Customer Service Manager to join their Data Analytics team in head office at Lawson, NSW.
The Role:
This is a full-time position with an annual salary of $75,000 + Superannuation, based in Lawson, NSW.
The Responsibilities:
• Managing, strengthening and reviewing the level of relationship between Southland Supply Group and its clients, and other stakeholders involved in the delivery of services to customers.
• Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided.
• Providing before and after-sales support to customers by managing complaints and feedback.
• Making decisions on conflict-resolutions, including internal changes to policies and procedures, staff training, service delivery standards and complaint escalations.
• Managing requests for refund or other forms of compensations and providing strategic direction to staff members.
• Developing and managing the organisation's customer service policies, procedures and problem-solving guidelines.
• Providing training to staff members in relation to the delivery of high-level services while building positive customer relationships.
• Developing, implementing and managing after-sales services to follow up customer satisfaction, ensure performance of service delivery, and modify and improve services provided as required to increase satisfaction levels.
• Assessing customer retention levels and recommending improvements where required.
• Constantly assessing company's structure and software fitness to the complexity and size of the business, while recommending and assisting with the implementation of more appropriate solutions.
• Liaising with other Managers and Departments to identify and respond to customer expectations, and to collaborate towards the delivery of higher-level customer services and to ensure customer service excellence across all areas.
• Developing and maintaining collaborative relationships with internal teams and external stakeholders.
The Requirements:
• Diploma or higher qualification in a relevant field.
• At least 3 years of experience in customer service management.
• At least 3 years of experience in a similar role in a professional commercial setting.
• At least 3 years of experience in managing and leading customer service teams, including hiring, training, and performance evaluation.
• Ability to manage a customer-related staff within a complex structure.
• Excellent communication skills both in writing and speaking.
• Proven leadership and mentoring skills.
• Proven decision-making skills.
• Excellent communication and interpersonal skills to effectively collaborate with various stakeholders.
• Attention to detail and ability to deliver high-quality reports within deadlines.
• Familiarity with statistical analysis and data mining techniques is a plus.