FAAC Technologies - We open worlds. Providing automation and access control, we are dedicated to satisfying end-user needs for security, safety and convenience. So come and join us on our journey to providing our valuable clients with high performance solutions for access and mobility needs, in a sustainable way.
About the Role
The Customer Service Manager focuses on analysing the Order to Cash (OTC) end-to-end processes on how the business receives, processes, manages, completes customer orders, invoicing through to accounts receivables. The OTC process affects the company's profitability and relationships with our customers, so the process must be well-optimised to deliver sustainable services to our customers. The Customer Service Manager will analyse all the business inputs to the OTC processes and collaborate with key stakeholders (internally and externally) with a view to optimising the customer experience.
What you will do with us
This is an exciting opportunity for a passionate Customer Service Manager to make their mark within a global company. The main responsibilities include:
Work within relevant departments that are directly related to the OTC cycle, with a view to learn and understand existing systems and processes as well as to understand the skill level and potential of the existing teams. Analyse processes across the business with a view to streamlining the order-to-fulfilment time for our customers. Liaise with external stakeholders to obtain feedback and understand their current experiences with our company. Develop, implement and review processes and procedures ensuring continuous improvement and ongoing identification of efficiencies in business practices. Establish review mechanisms and KPI's to measure and track OTC cycle performance and identify areas for improvement. Lead and mentor the customer service administration team. What you will bring to this role Proven experience in leading strategic change and implementing strategies that enhance the customer experience. An understanding of what an exceptional customer journey looks like and the desire to achieve it. A genuine passion for applying effective and efficient processes, with a view to maximising our customers' experience. Experience with change management and training new processes. Willingness to promote our business values and culture with our stakeholders and upholding our strong reputation in the market. Excited at the prospect of expanding your experience, working with a global organisation and making a significant contribution to a growing business within Australia. Skills & Experience 3 years' experience within a similar position. Proficiency with SAP, Project Management software and Microsoft Office programs. Bachelor of Business. Why are we a great place to work? A great working environment with continuous professional development, competitive salary and benefits. Opportunity to work for a large, successful and rapidly growing global organisation. Great company culture with 6 additional Wellbeing leave days. If you're excited at the prospect of expanding your experience, working with a global organisation and making a significant contribution to a growing business within Australia, then this is an excellent opportunity for you.
Sound like something that interests you? Please send your resume and cover letter by applying now!
Important note - Only candidates with valid working rights and permanent residency status in Australia will be considered for this position.
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