**Job Title:** Customer Service Manager
**Company:** Owens & Minor
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 6+
### Job Description:
Owens & Minor, a leader in healthcare logistics and supply chain management, is seeking an experienced and dynamic **Customer Service Manager** to join our team in Canberra. This part-time position is designed for a professional who is passionate about enhancing customer experiences, driving team performance, and contributing to our mission of providing high-quality service in the healthcare industry.
### **Key Responsibilities:**
1. **Team Management:**
- Lead, mentor, and develop a team of customer service representatives, fostering a collaborative and harmonious work environment.
- Conduct regular training sessions and team meetings to ensure the team is well-equipped with the latest product knowledge and customer service skills.
- Monitor team performance, providing constructive feedback and support to individual team members.
2. **Customer Engagement:**
- Oversee the customer service operations, ensuring timely and effective resolution of customer inquiries, complaints, and service issues.
- Develop and implement customer engagement strategies to enhance satisfaction and loyalty.
- Serve as a point of escalation for complex customer issues, ensuring resolution in a timely manner.
3. **Performance Metrics:**
- Establish, track, and analyze performance metrics, using data-driven insights to recommend and implement improvements in customer service processes.
- Prepare and present reports on customer service performance to upper management, including customer satisfaction surveys and feedback outcomes.
4. **Process Improvement:**
- Identify and implement process improvements to enhance the efficiency and effectiveness of customer service operations.
- Collaborate with other departments to streamline workflows and improve overall customer experience.
5. **Cross-Functional Collaboration:**
- Work closely with sales, marketing, and logistics teams to align customer service goals and drive business growth.
- Facilitate communication between different departments to ensure the best outcomes for customers.
6. **Policy Development:**
- Contribute to the development of customer service policies and procedures, ensuring compliance with company standards and industry regulations.
- Stay up-to-date with industry best practices and trends to continually enhance the customer service experience.
### **Requirements:**
- **Experience:**
- A minimum of 6 years of experience in customer service management or a related field, preferably within a healthcare or logistics environment.
- **Education:**
- A bachelor's degree in Business Administration, Management, Healthcare Administration, or a related field is preferred. Relevant certifications in customer service management are a plus.
- **Skills:**
- Exceptional leadership and team management skills.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
- Excellent verbal and written communication skills.
- **Personality Traits:**
- Adaptable and able to thrive in a dynamic, fast-paced environment.
- Independent and self-motivated, with a proven ability to manage multiple tasks and priorities effectively.
- **Soft Skills:**
- High emotional intelligence, capable of understanding and addressing customer needs and team dynamics.
- Strong interpersonal skills and the ability to build rapport with customers and team members.
### **Benefits:**
- **Remote Work Flexibility:** Enjoy the option to work remotely, balancing your work and personal life.
- **Profit Sharing:** Participate in our profit-sharing program, rewarding you for your contribution to the company's success.
- **Paid Sick Leave:** Benefit from paid sick leave to ensure you can take care of your health without financial stress.
### **Working Environment:**
At Owens & Minor, we strive for a harmonious workplace where collaboration and respect prevail. We recognize the value of every individual and encourage a culture of inclusivity and support.
### **Application Deadline:**
Please submit your application by ********** **.
### **Equal Opportunity Statement:**
Owens & Minor is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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If you are a driven and dedicated professional looking to make a meaningful impact in customer service, we encourage you to apply for this exciting opportunity at Owens & Minor!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
