Customer Service Manager

Job Title: Customer Service Manager - Join a leading Global Veterinary Pharmaceutical Company in an Exciting Growth Phase!

Company Overview: Are you passionate about animals and ready to be part of a company dedicated to their health and well-being? This global veterinary pharmaceutical company is experiencing rapid growth and innovation, and I am looking for a Customer Service Manager to join the team in Sydney. With products spanning both livestock and companion animals, this is an opportunity to make a meaningful impact in a fast-paced and dynamic environment.

Position Overview: I am seeking a dedicated and experienced Customer Service Manager to lead the team in Sydney. In this role, you'll be responsible for overseeing Customer Service operations for both the livestock and companion animal product lines. With two direct reports, you'll play a critical role in ensuring customer satisfaction, driving growth, and supporting the company's mission to improve animal health worldwide.

Key Responsibilities:

• Lead and mentor a team of Customer Service representatives, providing guidance, support, and training as needed.
• Oversee all aspects of Customer Service operations, including order processing, inquiries, complaints, and returns, ensuring timely and accurate resolution.
• Develop and implement Customer Service policies, procedures, and standards to optimize efficiency and enhance customer satisfaction.
• Collaborate closely with sales, marketing, and supply chain teams to address customer needs, resolve issues, and drive continuous improvement.
• Monitor key performance indicators (KPIs) and metrics to track performance, identify trends, and implement strategies for improvement.
• Serve as the primary point of contact for escalated customer issues, working collaboratively with internal teams to achieve timely resolution.
• Stay informed about industry trends, market dynamics, and competitor activities to inform strategic decision-making and identify growth opportunities.

Qualifications:

• Bachelor's degree in business, marketing, or related field; advanced degree or relevant certifications preferred.
• 5+ years of experience in Customer Service or related roles, with at least 2 years in a managerial or leadership position.
• Experience in the animal health or pharmaceutical industry is highly desirable.
• Strong leadership and management skills, with the ability to inspire and motivate a team to achieve goals and deliver exceptional service.
• Excellent communication and interpersonal skills, with the ability to build rapport and effectively communicate with customers and internal stakeholders.
• Strategic thinking and problem-solving abilities, with a focus on driving results and continuous improvement.
• Proven track record of developing and implementing Customer Service strategies and initiatives that drive customer satisfaction and loyalty.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Benefits:

• Competitive salary and performance-based incentives
• Comprehensive healthcare benefits package
• Opportunities for professional development and career advancement
• Flexible work environment with remote work options
• Vibrant company culture with a focus on collaboration and innovation

Location: This position is based in Sydney, Australia.

How to Apply: If you're a Customer Service leader who is passionate about animals and enjoys working in a fast-paced environment, we want to hear from you! Please submit your resume and a cover letter detailing your relevant experience and why you're the perfect fit for this role to mgunn@i-pharmconsulting.com

Join us in improving animal health globally and shaping the future of animal pharmaceuticals!