AddressThe Company
With a proud and long history in Melbourne’s Western Suburbs, Luus Industries is a privately owned manufacturer of commercial cooking appliances with a reputation for quality, functionality and reliability.
Luus offers an environment where people are well supported to develop their skills, enjoy their work and thrive around core values of “People matter most, Think long-term, Ask Why, Lean, and Keep learning”.
The Role
As the Customer Service Manager/ Team Leader/Coordinator (depending on experience), you will be providing comprehensive Management & Support to our existing Service Department and customers, with your exceptional skills in Customer Service, communication, and time management.
Depending on the position you are applying for, the Service Manager reports to the Executive Team, and the Team leader/Coordinator reports to the Service Manager.
As a Service Manager, your job responsibilities will include, but not limited to:
- Taking ownership of the Service Department - Managing Time, Cost Quality
- Leading a team of 3-4 team members and overseeing the day-to-day operation.
- Recruit, Train, Review, Retain staff
- Management Reporting: Collate, analyse and present findings to management.
- Overseeing the coordination of service bookings using our national network of service agents
- Overseeing the processing of spare parts orders
- Negotiation of rates and terms and conditions with our vendors ( service agents)
- Resolving escalated issues from customers, technicians, internal staff
- Liaising with other departments to resolve issues ( sales, engineering, accounts, production)
- Providing technical assistance/advice to customers and technicians
- Process and system improvements
As a Service Coordinator/Team Leader, your job responsibilities will include, but not limited to:
- Familiarising and learning about all Luus products and services on offer
- Answering incoming service enquiries (phone, email, social media, chat group)
- Providing technical assistance/advice to customers and technicians
- Process spare parts orders
- Coordinating service bookings for Customers using our national network of service agents
Who you are
- As a Manager, you would have 2-3 years managing a team of 3-4 staff and all of the below
- As a Coordinator/Team leader you have previous experience in office administration, Customer Service and or a technical supporting role and all the below
- You enjoy helping customers and your colleagues
- You have exceptional verbal and written communication skill
- You are highly organised with a love for attention to detail
- You are competent in using Microsoft Office Word and Excel, ERP systems - M1
- You are self motivated, positive and have a can do attitude
- You are a committed individual, who strives for excellence
- You have a continuous improvement mindset
If you believe you meet the above criteria and can demonstrate a high level of commitment with a positive and motivated disposition, we encourage you to apply by submitting a cover letter and an updated CV demonstrating your abilities and attributes.
Please note, introductions via agency will not be accepted.
We are an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.
