Our Client is a leading global industrial manufacturing organisation with a number of category leading brands and a significant history and footprint here in the Australian market. They sell through multiple sales channels and currently have a fantastic opportunity available for an experienced and passionate customer experience professional in the capacity of 'Customer Service Manager'.
About the Opportunity
The Customer Service Manager is a key leadership role in the organisation's national Sales Operations function, and is responsible for overseeing a national customer service team while driving continuous improvement across systems, processes and customer experience. You will:
* Lead a geographically dispersed team comprising Customer Service and Technical support functions, building technical knowledge and capability while fostering a proactive and solutions-oriented culture.
* Act as a central escalation point for matters requiring close collaboration with the customer and internal sales, logistics and production teams, to ensure issues are resolved effectively and customers receive consistent, high-quality support.
* Drive high performance in a range of metrics including customer satisfaction, complaint volumes, operational efficiency, contribution to EBIT and safety, with a strong emphasis on continuous improvement.
The Successful Candidate
* A structured and solutions-oriented leader who enjoys solving problems and identifying opportunities to improve processes and customer outcomes.
* Highly organised, with the ability to bring clarity and structure to environments where systems, processes or data may be evolving or not yet fully defined.
* Strong attention to detail with a natural curiosity for data, analytics and operational insights that can help inform better decision making.
* Brings experience from manufacturing or import / distribution-based businesses, ideally where servicing large retail customers forms a key part of the operating model.
How to Apply
Click on the APPLY button or contact Luke Gunn on 0483 916 587 for a confidential discussion.
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