Customer Service Manager

About Supagas
Supagas is a fast growing national, leading supplier of cylinder gases such as LPG, Industrial Gases, Hospitality Gases and Helium. We are rapidly building a reputation for growth and success based on our exceptional Customer Service, offering quality products in the highly competitive market.
  
About the role
We currently have an exciting full-time opportunity for an experienced Customer Service Manager to join our team in Adelaide.
The primary purpose of this role is to promote and foster the “Yes We Can” attitude in achieving internal and external customer requests. To manage the SA Region Customer Service Team to ensure all customer enquiries and issue are actioned on a timely basis whilst maintaining a safe and healthy work environment.
  
Duties

• Embody a Safety-First approach in all aspects of the role and its responsibilities.
• To foster a “Yes We Can” attitude in achieving internal and external customer requests
• Effective and efficient management of the Adelaide Customer Service operation which includes complete ownership of team performance.
• Effective and efficient management of all Customer Service tasks and procedures.
• Managing and facilitating outstanding interdepartmental relationships with all internal teams and branches nationally.
• Forward planning (in collaboration with the SA Region Manager & Adelaide Branch Manager) for growth and continuous improvement
• Competence and compliance management for above areas as per relevant sections of legislation covering AS1596, AS4332, ADGC7 and Supagas Procedures & Policies. 
• At all times conduct yourself both professionally and respectfully to all internal and external parties.
• Ensure net cylinders budgets are achieved.
• Proactively ensure all CSO’s have adequate training, including refresher training.
• Be a leader in driving and promoting the Productivity Charter Program
• Be the Leader and main point of contact for issues and or escalation requirements to support the CSO Team
• Further to the point above, follow up and correct any missing information in the daily ‘LPG 45kg Compliance Report’.
• Ensure customer supplied compliance documents are saved against the customer’s account in QuickLinks
• Demonstrate a strong customer focus by monitoring of lead times for reactive retention call. 
• Professional ability to negotiate with customers on supply agreements and special needs. 
• Ensure all inbound calls are answered by a CSO in a prompt, professional and timely manner (“3 ring rule”)  
• Address all customer enquiries with a Yes We Can attitude and approach that provides a full-service response where possible. 
• Promote and actively engage the CSO Team to have a Yes We Can attitude  
• Provide advice, assistance and participate in HSEQ compliance. 
• Analyse skills and knowledge required for each role to develop job descriptions and task lists for the Customer Service Team
• Be available and contactable 
• Attend and be prepared for all meeting, training and travel as required.
• Liaise with maintenance department, uploading completed work orders, new hiring / de-hiring bulk vessels and updating test dates.
• Liaise with production to ensure there is adequate supply of Dry Ice for customer walk ins and adhoc collections.
• Support drivers as and when required in all areas.
• Other tasks as requested from time to time.

  
Skills & experience

• Possess interpersonal skills in developing acceptance of company-wide standards, including leadership, motivational and social skills. 
• High level of Communication skills both written and verbal
• Strong negotiation skills
• Strong organisational skills

Benefits

• Continual ongoing support and training provided.
• Opportunities for career development.
• Work for an Essential Service provider for financial security!

  
How to apply

If you believe you possess the skills and experience listed above and want to be the next member of the Supagas Team please, click APPLY below!