About the Business:
Our client is a proudly owned Australian family company. They are a leading global designer, manufacturer, and supplier of Automotive, Seating, Industrial, Marine, and Transportation Hardware. Our client has been delivering business solutions to its clients for over a century.
About the Role:
Our client is excited to offer a newly created opportunity for a Customer Service Manager. This role is critical in streamlining and centralising their customer experience platform. You will be responsible for establishing and implementing a centralised Customer Service function that integrates phone, email, and e-commerce streams. This role will be instrumental in enhancing customer interactions and ensuring a seamless service experience. The centralised system has been set up and trialled over the past 12 months, and they are ready for an experienced CS professional to come in lead the team and ongoing improvements.
Key Responsibilities:
1. Centralised Customer Service Management: Set up and manage a team of 4-5 people to handle customer inquiries, redirecting complex issues to branches as needed.
2. Process Standardisation: Develop and standardise processes and work instructions to ensure efficient and consistent service delivery.
3. Customer Experience Framework: Create and implement a customer experience framework, including board reports on customer experience health and wellbeing.
4. Day-to-Day Management: Oversee daily operations, monitoring customer interactions to ensure high-quality service and maintaining service KPIs.
5. Systems Implementation: Manage the integration and implementation of a new Teams-based telephone system, with a planned rollout in 8-12 weeks.
Skills & Experience:
6. 10+ years of customer service experience.
7. 5+ years of supervisory experience.
8. Proven experience in a small to medium business environment.
9. Proficiency in customer service software and ERP systems, particularly Pronto.
10. Strong problem-solving, decision-making, and leadership skills.
11. Excellent communication, organisational, and multitasking abilities.
12. A solution-focused, strategic thinker who can adapt to changing work environments.
What’s in it for You? (Perks):
13. A highly competitive salary.
14. The opportunity to shape and make the role your own.
15. Drive process improvement and enhance the customer experience.
16. Join a supportive and dynamic team.
17. Flexible working arrangements with flexibility regarding working from home.
18. Be apart of growing a team and taking ownership of the CS function.
How to Apply:
Click 'APPLY NOW' or contact Oscar Wyer for a confidential discussion on 0483 946 753.
Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.
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