The Customer Service Manager plays a crucial role in ensuring that the customer service team provides top-notch service to both external customers and internal sales teams. This leadership position involves overseeing accurate order processing, managing shipment preparations, and addressing inbound and outbound inquiries promptly and effectively. The successful candidate will inspire and coach team members, maintain strong communication with stakeholders, and drive continuous improvement initiatives.
Key Responsibilities
- Ensure on-time and accurate processing of all orders daily.
- Drive continuous improvement initiatives to minimize inefficiencies in the order entry process.
- Resolve customer escalations promptly and effectively.
- Review and report on order entry KPIs and metrics.
- Oversee the customer returns process and approve returns.
- Develop and refine process protocols and SOPs.
- Conduct meetings with internal and external customers to strengthen partnerships.
- Contribute to the strategic planning of the Supply Chain Operations department.
- Provide leadership and guidance to team members for continuous improvement and development.
Skills and Experience
- Previous experience leading teams in FMCG or similar fast-paced environments.
- Experience in a SAP Environment would be advantageous.
- Proficiency in problem-solving using root cause analysis.
- Excellent communication skills, both written and verbal.
- Strong planning and organizational skills.
- Ability to work effectively in fast-paced environments.
- Ability to establish and maintain interpersonal relationships.
- Analytical thinking and adaptability.
- Positive and empathetic leadership qualities.
About our Client
This company is a significant player in the global food industry, they have around 100 employees based in the Ballarat office and really pride themselves on providing opportunity for growth and progression as well as offering a vibrant and collaborative working environment.
To apply please follow the link below or for a confidential discussion please contact Sarah Gee at SGee@sharpandcarter.com.au
