Full time
This contemporary design-led business is genuine and inclusive when it comes to its people. Developing product that brings them to the forefront of their sector, they have seen phenomenal growth and are poised to continue this. They work hard, take pride and strive for a sustainable business model in all areas. Constantly evolving and delivering growth opportunities for the business and their people, it is time to appoint a new Customer Service Manager. The Customer Service Manager will develop and execute strategies to enhance customer engagement and experience through exceptional service and after sales management of your team. This role requires remarkable problem resolution, extensive people leadership and a customer centric mindset.
Snapshot of responsibilities: Reporting to the COO, you will work cross functionally with all areas of the business, from product to sales to the warehouse, logistics, IT, and QA. You will manage a team of nine, leading by example, managing all steps of the customer journey and delivery of product, whilst ensuring cross training and development of your team for operational coverage. This is a high-volume SKU business, sometimes with long lead times, so managing customer expectations in a positive and communicative way is paramount. You will escalate issues and have a resolution mindset, always putting the customer and the needs of the business at the forefront. You will seek out continuous improvement around policies and procedures as well as managing the freight schedule, costs, and recoveries. About you: You will have proven success operating and leading with empathy and strength in a significant sized team in a like-for-like Customer Service Management role. With exceptionally strong analytical and planning skills, your ability to collaborate effectively with multiple stakeholders comes naturally to you. An ability to create concise customer journeys with strong organisational and project management skills. Your attention to detail is a major strength as is your ability to navigate complex situations to a resolution that sees all parties happy. An understanding of technology and systems; experience with Netsuite would be a bonus. Experience in B2B (wholesale or trade) or B2C (retail), preferably in a design focused business, is a nice to have, but not a must. If you are looking for an opportunity to lead a team within a values-based and genuinely authentic business, please apply or call Lisa Canning - Director at Talent Effect to discuss in more detail on 0402 507 866. Residency Note: To be eligible to apply for this role, you must be an Australian or NZ citizen or have an appropriate visa to live and work in Australia. Further information can be obtained from the Australian Department of Immigration.
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