Customer Service Leader & Trade Hub Manager
Trade Engagement, Order fulfilment and Logistics focus
Loganholme based, servicing a National Client base
About the Company
River Sands Pty Ltd is a leading manufacturer of packaged mortars, architectural coatings and colours, flooring compounds and wall renders. Established for 50 years, the business operates two factories, a Distribution Centre and distributes its products via leading building and plumbing retailers; its own Trade Hubs, and Ready Mixed Concrete Companies across Australia.
About the Role
Reporting to the General Manager, this leadership role is twofold in scope. Lead the order fulfilment and logistics department, and secondly, grow the capability and reach of three Trade Hubs in the greater Brisbane area.
Managing an experienced Customer Service team of 12, you will be coordinating their activities to maintain DIFOT in the very high 90%'s. This will be achieved by facilitating next day after order delivery performance to several hundred retail, manufacturing and building site addresses. Predominantly in Queensland, but also in all Capital Cities.
Deliveries are achieved using a group of trusted privately owned transport companies. Sub‑contractors operating Semi‑Trailers, Rigids, couriers and utes are used to facilitate deliveries to a diverse group of businesses and job sites throughout SEQld and other capital cities – on a next day after order basis.
The order fulfilment process involves accepting and processing orders on the Pronto ERP system, issuing picking instructions to the Despatch team and scheduling trucks to arrive at the retail stores in accordance with the agreed "slot times".
The second and equally important aspect of the role involves developing systems, training staff and implementing processes that substantially improve the customer service experience for Trade customers who shop at the three company‑run Trade Hub outlets. The objective is to transition those Trade Hubs from being "depots for stock collection" to that approaching a vibrant and engaging trade centre.
About You
Due to the variety of challenges in this role, you will require a blend of experience or capability that enables you to cover leading a customer service team, developing Tradie engagement programmes, operating Trade stores, managing order fulfilment and logistics, together with warehousing.
Marketing to the Trade, being a good leader of people, possessing a retail flair, and command of detail, logistics and systems are the characteristics that will drive success in this role.
Specifically, you will be able to:
* Support, lead and encourage a high performing Customer Service Team.
* Understand the necessary components of operating a successful Trade store.
* Understand and champion CoR process to achieve safe storage, loading and handling practices.
* Be competent with use of ERP systems to optimise the order fulfilment process across the business.
* Drive systematic stock replenishment practices.
* Train, recruit and inspire staff to engage the customer base.
* Drive customer engagement strategies and actions that build loyalty.
* Develop in‑store merchandising practices that work.
* Be a committed contributor to the Sales Leadership Team.
* Be hands‑on, present and work with your team.
Why consider this role?
A package commensurate with your experience and abilities will be negotiated. We believe the position will appeal to a customer‑centric, energetic leader who desires the challenge and variety in pursuing success in two connected, but quite different, business functions. That being all aspects of customer service and logistics, as well as driving growth at three specialist trade hub outlets.
There is quite a scale to the business with a company‑wide commitment and record of executing logistics at speed.
Although this is a management position, it is very much a hands‑on role where you are working closely with your team to finesse performance and change in a vibrant and ever‑adapting business environment.
You will be joining a successful and growing business in an exciting stage of its development. There is an entrenched customer service culture in place that permeates all areas of the business.
Please forward a covering letter describing why you are suited to the role together with your CV to ******@riversands.com.au.
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