Customer Service Manager

Customer Service Manager
A-FLO Equipment is a leading supplier to the Lubrication & Refueling Industry providing a wide range of products including General Range equipment Oil/Grease Pumps, Reels, Control Guns, Nozzles, Workshop Fitouts, Diesel Tanks & Fuel System Projects.
A-FLO's ongoing success has been due to the consistently high level of Customer Service and innovation, resulting in increased demand and repeat business.
At A-FLO it's all about delivering exceptional service experiences, challenging yourself and having a growth mindset.
The business currently has a need for an experienced and dynamic Customer Service Manager, to lead a high performing Customer Service Team & Function, based at our Hoppers Crossing Head Office. The successful candidate will have strong Customer Service experience, a solid understanding and Vision for ‘Best Practice’ Systems & Process and have natural Leadership qualities.
DUTIES AND RESPONSIBILITIES
The successful applicant will carry out the following duties and responsibilities:

• Lead, coach and mentor the Customer Service Team and ensure our Company Values are lived every day.
• Develop & implement a Customer Service Strategy with a Vision for ‘Best Practice’.
• Develop strong relationships and rapport with our key customers to add ongoing ‘Value’.
• Execute regular Outbound Call Programs with your Team, to identify potential growth opportunities with A-Flo Customers & End Users and deliver incremental Sales Revenue.
• Answer Calls and manage Emails as required and handle escalations to support your Team.
• Oversee accurate and on time Order Processing / data entry and general administration.
• Provide regular reporting to Management on progress against Customer Service Strategy, KPI's and SLA's.
• Ability to understand and articulate a broad range of products and their key features & benefits and educate your Team.
• Make ongoing recommendations to Managment for improvements in processes and procedures, to achieve ongoing continuous improvement.
• Demonstrated ability to work Cross Functionally across Mutiple business departments.

REQUIREMENTS

• Minimum 3 Years Experience in a similar Customer Service Manager or Customer Service Team Leader role, with strong People Leadership experience.
• Advanced understanding and experience with ERP's, CRM's and Call Centre IT/Phone systems and Best Practices.
• Customer Centric approach and ability to adapt/respond to a broad mix of Customers, Industries and End Users.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Experience in the Refuelling & Lubrication industry, would be highly regarded but not essential.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
Skills
Lead, coach and mentor the Customer Service Team and ensure our Company Values are lived every day.
Education
Bachelor Degree