Customer Operations Manager
vor 4 Wochen
Customer Operations Manager Location: North Sydney
The Role Seeking a skilled Customer Operations Manager to join our clients Services & Logistics team.
This role serves as the primary escalation point for operational issues, ensuring swift resolution of critical escalations and fostering positive business relationships.
The ideal candidate will possess expertise in logistics and order management tools, effectively collaborate across multiple functions, and drive process improvements to enhance efficiency and customer satisfaction.
Key Responsibilities: Acts as Service Logistics Escalation point of contact for any operational escalations:Resolve critical short- & long-term high impact escalationsAct as SME for Regional or Theatre on Customer or Account team queriesWork on Preparing and review Executive summaries and reviewsRepresent Service & Logistics organization on external customers escalation meetingsHandle and manage Cases & high-profile escalations end to end processProvide exception if needed to ensure positive business relationship & customer satisfactionExpert in Logistics & Order Management tools and processes:Subject matter expertise in support of the contact centerIdentify main trends and proactively collaborate with internal/external teamsAssist in developing/refining processes/ operations to gain efficiency/productivityExecution support of Special EventsActive engagement in Supply Chain constraints, (Trade) Compliance, Backlog, Operational KPI's:Support improvements; Systemic country and or Customer disruptionSpecial programs Global coordinationAssist on Import and export trade compliance issuesClose collaboration with Planning teamSkill/Experience Experience: 4+ years in order management and supply chain functions, including planning, manufacturing operations, transportation, warehousing, and inventory management.Cross-Functional Collaboration: Demonstrated ability to effectively collaborate and influence across various functions, including peers, sales teams, management, and executives both within and outside.Dynamic Environment: Thrives in fast-paced, dynamic settings with empowerment to make impactful decisions and drive business outcomes.Communication Skills: Excellent communication and influence capabilities, with experience in public speaking, engaging with partners at all levels, and producing executive-level content.Collaborative Approach: Strong collaborative communication style with outstanding facilitation skills.Multi-Tasking: Proven track record of managing multiple high-priority tasks simultaneously.Adaptability and Problem Solving: Demonstrates the ability to quickly learn and effectively utilize new tools, processes, and procedures, showing strong problem-solving skills and a proactive approach to resolution.If you thrive in a fast-paced environment and are ready to make impactful decisions, we encourage you to apply.
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