Customer Service Manager

Customer Service Manager - Agricultural Manufacturing / Supply / Export - SE Suburbs Seeking: An experienced and energetic Customer Service Manager who also has experience managing a team to assist in our client's next exciting stage of development. Location: South Eastern Suburbs (close to Berwick) Industry: Veterinarian Quality Animal Feed (Manufacturing) Experience level: 5 - 10 years in a similar role Salary: $80K - $95K + Super (negotiable for the right candidate) Shift: Day Shift About the Role: Manage a team of customer service staff, including mentoring and developing the team Develop service procedures, policies and standards Design and deliver excellence in the overall customer service experience for both local and international customers Continuously improve the customer service experience Develop / improve systems to streamline administrative processes Deliver a comprehensive service to all existing and potential customers Address any issues/disputes from customers in a calm, professional manner Take ownership of customer issues and follow problems through to resolution Manage a large volume of incoming calls and emails Maintain an orderly and prioritized workflow Keep accurate records and document customer service actions and discussions Generate sales leads and build sustainable relationships where necessary Analyse statistics and compile accurate reports Keep ahead of industry developments and apply best practices to areas of improvement Develop a system to measure customer satisfaction and respond to shortcomings Liaise with other departments to achieve improvements in customer service levels Fill in for all customer service roles during absences Skills and Experience: Excellent client-facing verbal and written communication skills Confidence, patience, politeness, tact and diplomacy when dealing with difficult -situations Creative thinking, to be able to come up with new ideas to improve customer service standards and systems The ability to remain calm and work well under pressure in a fast-paced environment Advanced troubleshooting and multi-tasking skills Ability to think strategically and to lead a team Inquisitive nature and the desire to develop a thorough knowledge of the products and services that our company offers Excellent organisational and planning skills Working knowledge of customer service software, databases and tools to draft reports, interpret results and keep organised records Advanced level Excel skills for analysing data and creating reports Commitment to improve your own customer service skills on an ongoing basis Product related business background is essential. Prior experience in agricultural manufacturing / supply highly regarded Prior experience in managing both domestic and export customer requirements highly regarded Recruitment & Performance Management experience To apply you must be an Australian/NZ Citizen or have your PR. Please submit your resume and the answers to the employer questions to: Kristine Tuazon ( ) or hit the apply button now (please also include the answers along with your resume). Employer questions - your application will include the following questions: How many years of people management experience do you have? Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a customer services manager? Do you have experience in a role which requires relationship management experience? Which of the following Microsoft Office products are you experienced with? Have you worked in a role which requires a sound understanding of Good Manufacturing -Practices (GMP)? How many years' experience do you have in the FMCG manufacturing industry? Which of the following Customer Relationship Management (CRM) systems do you have development experience with? IMPORTANT: It is a requirement of all our jobs that you have a PR or AU/NZ Citizenship. A work visa is not sufficient as all our jobs are permanent. Please do not apply if you do not meet these requirements. Apply Now