Customer Service Manager

Vor 3 Tagen

City of Greater Dandenong, Österreich Gates Vollzeit

Are you inspired by challenging the status quo? Do you thrive in collaborative environments that drive results? If so, Gates could be for you. 

Gates is a leading manufacturer of application-specific fluid power and power transmission solutions. We push the boundaries of material science to engineer solutions that continually exceed customer expectations.

Let’s simplify it… think belts and hoses, found in motorcycles, conveyor belts, cars, tractors, blenders, vacuum cleaners, bicycles, & 3D printers just to name a few. Because why not do it all? 

WHAT TO EXPECT

For a future open position, we are seeking energetic, quality and customer focused, and value-driven individuals to apply for Customer Service Manager. 

The incumbent will work full-time from our ANZ Head office in Dandenong South. 

  • This is an exciting opportunity for you because you will hold responsibility for customer satisfaction, retention and loyalty, and team member success. 
  • You’ll be managing the Customer Service Team who will be answering phone and email inquiries and requests, ensuring orders are keyed, and customer issues are resolved in a timely manner.
  • Your objective/goals will be to oversee and continually improve Customer Service processes, driving business success.
  • You will be supporting the sales process and see that customer requirements are met.

Key responsibilities:

  • Team Management: recruiting, leading, mentoring, and developing a team of customer service agents. Providing guidance and support to enable them to deliver on targets.
  • Strategic Leadership: 
    • Setting goals for the CS Team, aligned with business directions.
    • Develop and manage all reporting with respect to KPI’s and customer service activity 
    • Regularly reviewing service processes to improve efficiency
    • Assess current processes and develop competencies to ensure world class customer experience.
  • Improving Customer Service Experience: Take ownership of customer issues and follow problems through to resolution. Ensure all orders, price and availability requests, returns and other enquiries are actioned in a timely manner, and within KPI’s
  • Industry awareness: 
    • Working with the Operations team and the wider Gates Australia personal to resolve issues and complaints
    • Communicate with customers to resolve escalated issues and concerns

ABOUT YOU

  • Minimum 5-7 years of experience in managing Customer Service and leading a team of Customer Service agents/representatives, preferably in the Industrial sector. Experience in a high SKU count distribution environment is an advantage.
  • Business related degree preferred
  • Experience with SAP is highly desirable
  • Must have strong computer skills with advanced Microsoft Office Skills, including Outlook.
  • Must be legally authorized to work in Australia without company sponsorship. 
Your application will include the following questions:

Which of the following statements best describes your right to work in Australia?

How many years' experience do you have as a customer services manager?

What's your expected annual base salary?

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