Customer Service Manager

Client: Join a leading Cold Storage Logistics Company located at the Smithfield Depot.
Position Purpose: As a Customer Service Manager at our esteemed client, you will play a crucial role in ensuring high-quality service delivery to our valued customers. Your responsibilities will include providing accurate information, maintaining administrative data, and leading freight investigations, all while upholding our company's mission, objectives, and values.
Responsibilities:

• Provide frontline high-quality service to customers.
• Ensure visitors understand and adhere to site rules.
• Maintain accuracy in data entry and administrative tasks.
• Resolve complaints and document them according to defined processes.
• Investigate and document instances of service failure or loss or damage to customer goods.
• Uphold high standards of quality and safety policies.
• Liaise with other work areas to ensure smooth operations.
• Review daily plans to achieve service level KPIs.
• Attend and contribute to relevant meetings.
• Understand and comply with HACCP requirements.
• Lead and manage all freight investigations.
• Serve as a point of escalation for internal teams and customers.
• Answer phones and respond to email queries promptly.
• Generate daily, fortnightly, and monthly reports.
• Assist in rostering team members and training.
• Contribute to team improvement and development.

Position Requirements:

• Strong Customer Service orientation.
• Ability to build effective relationships.
• Skill in handling difficult customers.
• Active listening and learning skills.
• Excellent organizational and communication skills.
• Proficiency in IT, including Microsoft 365 applications.
• Ability to work under pressure and meet deadlines.
• Self-managed, motivated, and energetic.
• Demonstrated ability to be agile and flexible.

Key Performance Indicators (KPIs):

• Quality and completion of NODPs.
• Completion of end-of-day checks.
• Customer satisfaction in handling enquiries.
• Accuracy in data input.
• Building and maintaining effective relationships.
• Alignment with company values and beliefs.

Expected Behaviours:

• Balance work and family.
• Prioritize customer satisfaction.
• Be proactive in issue resolution.
• Maintain professionalism and results-driven approach.
• Only undertake work that can be done perfectly.
• Be available to help customers.
• Build lasting relationships through trust and integrity.
• Support the team and reduce company costs.
• Take ownership of issues and exceed expectations.

If you are ready to contribute to a dynamic team environment and uphold our company's values, apply now to join our client's team as a Customer Service Manager.