AddressCompany Overview
At Blue Mountain Co, we are committed to delivering exceptional customer service, fostering innovation, and developing our people and brands to achieve our brand missions. We believe in the power of meaningful customer conversations, listening intently to our customers' needs, and continuously improving our products and services based on these insights. We are currently seeking a dedicated and dynamic individual to join our team as the Chief ofCustomer Satisfaction and Product Learning.
The Opportunity
This is a unique opportunity to play a pivotal role in our Customer Engagement Team. As the manager of our Customer Engagement Team you will be instrumental in ensuring seamless operations and exceptional customer experiences. You will have the chance to influence and drive improvements across our processes, systems, and customer interactions, contributing to our strategic decisions and business development.
About the Role
As the Chief ofCustomer Satisfaction and Product Learning, your key responsibilities will include:
- Setting a positive and Productive tone every day, recognising every enquiry as an opportunity with the view that nothing is too hard.
- Regularly reviewing outgoing emails and phone calls to ensure accuracy and optimal tone.
- Onboarding and training new team members.
- Keeping abreast of our enquiry pipelines, spotting trends (positive and negative) from an operational sense, but also from a sales, marketing, and Product perspective.
- Conducting regular product training sessions so that our Customer Engagement Team are always well informed.
- Handling escalations when customer relationships are at risk.
- Thoroughly understanding all processes, identifying weaknesses, and planning improvements.
- Championing non-conformance reporting.
- Managing and improving our knowledge base, ensuring it meets the needs of our team.
- Anticipating potential issues and resolving them before they become a problem.
- Overseeing order management across our seven warehouses, ensuring timely and accurate deliveries.
- Fostering a culture of listening, curiosity, and continuous learning to strengthen connections with our customers and elevate our brands.
About You
- You need to be logical and have a solid approach to problem-solving. You can easily cut through things and see the way forward.
- You need to have the best ears in the room, you are always listening for problems that we can turn into improvements, listening for what the customer is actually saying and listening to the quality of conversations that the team are having.
- You are relentless. If there is an issue you don’t stop until it’s resolved.
- You have a collaborative spirit, encourage teamwork and continuous learning.
- You are comfortable being wrong and you are someone who never wants to stop learning.
- You want to know why and how and who and where and when – with everything, you are curious and want to know the ins and outs. This helps you to be effective.
- You are excited to leverage AI to take us to where we haven’t gone before.
- Your attitude is one of your biggest assets.
- Good communication is important to you. You work seamlessly across email, Slack/Teams and in-person.
Requirements
- Strong organisational and prioritisation skills.
- Ability to work independently and as part of a team.
- Experience in customer service and managing escalations.
- Familiarity with order management systems and warehouse operations.
- Proficiency in using AI tools and technology to improve processes.
Why Join Us
At Blue Mountain Co, we offer a supportive and dynamic work environment where you can grow professionally. Our open management structure fosters innovation and collaboration, providing you with the freedom to make a real impact. We believe in continuous learning and development, offering numerous opportunities for you to expand your skills and advance your career.
You will be part of a passionate team dedicated to making a difference, with the added benefit of working in our open office in Milton, Brisbane. Enjoy the convenience of free on-site parking and the chance to be a part of a company that truly values its employees and customers.
How to Apply
If you are excited about this opportunity and believe you have the skills and attributes we are looking for, please submit your CV and cover letter via Seek addressed to Emily.
Join us at Blue Mountain Co and be part of a team that is making a real difference!
