Customer Service Manager - Agricultural Manufacturing / Supply / Export - SE Suburbs

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 ( kristine@goodpeoplehr.com.au ) 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.

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