A world leading roto moulding manufacturer, providing water storage products and solutions. As an employer Rapid Plas provides a unique workplace due to the significant diversity of roles within the company. Employees enjoy a team-based approach working collaboratively to succeed together. Selling throughout New South Wales and Queensland, we engage customers and retailers with agricultural, commercial and residential poly products including rainwater tanks, livestock feeding and watering solutions.
The key to success in this role will be your ability to establish service standards and deliver these obligations by developing effective relationships with the customers and your teams. With a concerted focus on improved productivity, customer satisfaction and innovative solutions that grow, transform and enhance the experience for our customers and the broader organisation.
Key role functions include: Overseeing all inbound sales, service and delivery across phone, email and web inquiry. Taking a hands-on approach to lead, coach, support and grow the customer service / inside sales / aftersales team. Be the escalation point for customer service (Delivery and product) related issues ensuring they are resolved in a timely manner. Providing exceptional customer support across all channels including dealers, builders and end users. Overseeing all after-sales enquiries including warranty, product-care and complaint resolution. Database management and marketing to assist in the continual engagement of customers. Lead by example by taking a hands-on approach with clients, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client communication. Implement and continually refine key processes, systems and reporting to provide an exceptional end-to-end customer experience. Oversee the hiring, orientation, and training of the customer service, logistics planning and aftersales team. Work in close synergy with the Sales and Operations Teams and other internal stakeholders to ensure customer satisfaction is achieved in all areas of Customer Service. Maintain an up-to-date knowledge of the relevant industry developments and practices to ensure we have the best practice, processes and systems, and are driving a continuous improvement agenda. Minimum Requirements: Minimum 3 years' experience in Customer Service Management. Leadership experience in a team environment. A commitment to continuous improvement and delivering an exceptional customer experience. Demonstrated ability to create and continuously refine scalable processes and systems. Good computer and record management skills, with the ability to learn new IT systems. Excellent problem-solving ability as well as effective decision-making skills. Excellent time management skills, adaptable to change and hold yourself accountable to achieve the best possible outcomes. You must be able to work both independently and as a team and be committed to providing sustainable logistical practices. Outstanding written and verbal communication skills. Be dynamic and have a high level of attention to detail. #J-18808-Ljbffr