About Cygnett:
Cygnett started in 2003 from a small share office in the backstreets of Melbourne, selling cases for the very first iPod in Australia. Twenty years on, Cygnett is now Australia #1 tech tools brand, with products across categories spanning from Power Banks to Cables, Phone Cases & Screen Protectors, Wall Chargers and more. You can now find Cygnett products in 7 continents and 42 countries.
Things you may or may not know:
•The Cygnett product range is made up of over 130 tech tools
•Cygnett products can be found in over 3,000 retail outlets worldwide
•We have dominated the Choice Awards for best mobile power banks
•Our Google and TrustPilot ratings are at 4.8 and 4.9 respectively
•We believe in giving back to our community, supporting several charities and organisations. Charities close to our heart include Share the Dignity and the McGrath Foundation.
Position Overview:
This position plays a key role in the Australian business, making sure that Cygnett efficiently supports our customers and all those who interact with us. We are known for top level service and aim to keep it that way. The way we do this is through caring, willing to seek great solutions and working as a team. Please note that this is NOT a call centre role.
Key Responsibilities:
If successful in this role, we will expect to see:
* Strong leadership and coaching to build and maintain a high performing Customer Service team, focused on delivering outstanding customer outcomes.
* Reviewing & improving processes, work practices and manuals to optimise customer satisfaction
* Close collaboration with others to proactively identify and resolve workflow issues and implement actionable recommendations for process improvement.
* Resolution of any potential issues/order workflow planning, provide & implement recommendations for improvement Monitor EDI process & performance for all customers and ensuring all users are processing correctly
* Identification and troubleshooting of errors across Cygnett systems, including EDI, SAP B1, and Korber
* Delivery of comprehensive training programs for the Customer Support team including overseeing onboarding and mentoring of new hires to ensure role readiness.
* Smooth order management operations for AU e-commerce platforms
* Optimal resource allocation and customer service outcomes through team workflow, prioritisation and engagement.
* Monitoring of KPIs, evaluating employee performance and provide constructive feedback for development.
* Providing backfill support for customer service roles as needed to maintain service levels during peak periods as customers are our priority
* Alignment of daily workflows with the Warehouse through collaborative effort with the Warehouse Supervisor
Qualifications & Capabilities:
* Completion of Year 12 (or equivalent).
* Additional training, certifications, or short courses in customer service, leadership, supply chain, or systems (e.g., SAP, EDI) are advantageous but not required.
Experience & Skills
* Knowledge of domestic FMCG, Trade and ecommerce customer processes
* Proficient in MS Office Products (Excel/Outlook)
* Strong experience in ERP/WMS (SAP B1 / Korber) including EDI systems
* Demonstrated experience in leading a team
* Strong business process experience
* Strong Customer Service focus
* High attention to detail and accuracy
Personal Qualities
At the end of the day, we all just want to do our best work and go home to spend it with our family, friends and loved ones. We want to hire nice people. If you are keen to do a good job, want to be treated with respect and treat others with respect, and love our products, then we will all be one happy bunch!
What we offer our talented team:
Apart from a collaborative team who are passionate about our top-quality products, we can offer you:
* Purchased annual leave
* Bring your dog to work
* Career break for up to 3 months
* Free apparel e.g. Cool T-shirts and Polos to save you thinking about what to wear
* Individual career success planning if you are invested in your career
* Hybrid working AND flexible working
* Giving back days
* Staff discounts – buy our products at cost
* Discounts through our partnerships
* One of the best workplaces you will ever find (we truly think so)
* And more!
Want to join us? Please send your resume in now!
Cygnett is an Equal Opportunity Employer. We believe that diversity is vital to our ability in providing our clients with the best possible solutions and welcome applications from all those with full working rights to work in Australia.