Customer Service Manager

About the company:

This retailer is well know for their high end, premium products that are used day in day out. Creating quality for almost 100 years with stores across the globe. After some internal movement they are on the search for a new Customer Service Manager to join the team and make an impact on the customer experience.

About the role:

Reporting into the Finance Director, the CX Manager's main responsibility will be to lead the CX team and all wholesale and D2C across ANZ to ensure the business delivers the highest level of service both internally and externally.

Responsibilities:

• Manage a team of 3 through motivation, development and training to ensure the best customer outcomes
• Respond to all queries in a timely manner with great communication skills
• Handle any escalations that need a higher level of communication
• Liaise with warehouse, couriers and other stakeholders to ensure orders are completed to a high standard
• Identify improvements and efficiency's and discuss with appropriate stakeholders
• Monthly reporting to the Finance Director on KPI's, analyse trends and provide feedback on performance
• Work with departments across retail, product, e-Comm etc for orders, returns, faults and exchanges
• Recruitment of the department when needed
• Complete performance appraisals and development plans for your CX team

Requirements:

• 5 years in a Customer Service role in a leadership position
• Strong understanding of warehousing and logistics/courier operations
• Experience in and understanding of wholesale is required
• E-Comm and DTC also important to understand
• Experience with CRM is strongly preferred
• Tertiary qualifications ideal
• Strong computer skills (Microsoft Office, D365, ERP)
• Ability to handle multiple tasks at the same time
• Clear and concise communication skills including written and verbal
• Problem solver and time management is important
• Full working rights to be considered for this role

To apply online, please click on the apply button.

Alternatively for a confidential discussion please contact Simon Cookon 0488 100 815 or SCook@frontlineexecutive.com.au quoting the reference number above.

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