Kyvalley Dairy Group is a 100% Australian family‑owned business based in Northern Victorian, Geelong and an office in Melbourne. It is a vertically integrated dairy business owning Dairy Farms and fresh milk processing plants. We are proud to be an Australian owned dairy company with a family company culture and strong core values.
The Customer Service Manager is responsible for delivering exceptional customer experiences and ensuring that all customer interactions reflect the values and professionalism of Kyvalley Dairy Group. This role oversees all aspects of sales order management, customer support, and service performance to ensure that our customers receive timely, accurate, and efficient service in alignment with business and safety objectives.
Key Duties and Responsibilities
1. Leadership, Management & Accountability (LMA), including Safety
* Lead, coach, and develop the Customer Service team to deliver outstanding service outcomes.
* Ensure a strong safety culture within the team, complying with all WHS policies and procedures.
* Promote accountability, teamwork, and continuous improvement across the department.
* Oversee the end-to-end sales order process to ensure timely and accurate order entry, processing, and fulfilment.
* Collaborate with Supply Chain, Planning, and Logistics to meet customer delivery requirements.
* Identify and resolve order management issues promptly to minimise service disruptions.
3. First Line Customer Support
* Act as the first point of escalation for customer queries, issues, and complaints, ensuring professional and prompt resolution.
* Maintain strong communication with customers, building trusted relationships that reflect KVDG's commitment to quality and reliability.
* Provide insights to the Sales and Operations teams on emerging customer trends and feedback.
* Own the customer and contact records in our CRM (Hubspot).
* Ensure all customer communication is recorded in the CRM by liaising with the wider team.
* Ensure all sales orders are entered accurately, reflecting correct pricing, product codes, and delivery requirements.
* Conduct regular order audits and implement corrective actions to maintain high data integrity.
* Work closely with Finance and Sales teams to ensure alignment between order data and invoicing accuracy.
5. DIFOT (Delivery In Full, On Time) Reporting
* Responsible for monitoring, analysing, and reporting DIFOT performance across all key customers.
* Partner with internal stakeholders to identify root causes and implement corrective actions for service failures.
* Provide regular updates and insights to management on service performance trends.
6. Customer Satisfaction
* Drive initiatives to enhance customer satisfaction and retention.
* Implement feedback mechanisms to measure customer experience and identify improvement opportunities.
* Champion a customer‑first culture across the broader Sales & Marketing and Operations teams.
Key Relationships
* Internal: Sales, Planning, Logistics, Manufacturing, Finance, QA, and Senior Management.
* External: Customers, transport providers, and suppliers (as required).
Skills and Competencies
Leadership and Management
* Proven ability to lead and develop a small team.
* Strong accountability and ownership mindset.
* Effective cross‑functional collaboration and problem‑solving skills.
Customer and Communication
* Strong customer service focus and relationship management.
* Clear and professional written and verbal communication.
* Skilled in issue resolution and stakeholder management.
Personal Attributes
* High attention to detail and accuracy.
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