Good People HR - Careers

Customer Service Manager - Agricultural Manufacturing / Supply / Export - SE Suburbs

Seeking: An experienced and energetic Customer Service Manager who also has experience managing a team to assist in our client's next exciting stage of development.

Location: South Eastern Suburbs (close to Berwick)

Industry: Veterinarian Quality Animal Feed (Manufacturing)

Experience level: 5 - 10 years in a similar role

Salary: $80K - $95K + Super (negotiable for the right candidate)

Shift: Day Shift

About the Role:

  • Manage a team of customer service staff, including mentoring and developing the team
  • Develop service procedures, policies and standards
  • Design and deliver excellence in the overall customer service experience for both local and international customers
  • Continuously improve the customer service experience
  • Develop / improve systems to streamline administrative processes
  • Deliver a comprehensive service to all existing and potential customers
  • Address any issues/disputes from customers in a calm, professional manner
  • Take ownership of customer issues and follow problems through to resolution
  • Manage a large volume of incoming calls and emails
  • Maintain an orderly and prioritized workflow
  • Keep accurate records and document customer service actions and discussions
  • Generate sales leads and build sustainable relationships where necessary
  • Analyse statistics and compile accurate reports
  • Keep ahead of industry developments and apply best practices to areas of improvement
  • Develop a system to measure customer satisfaction and respond to shortcomings
  • Liaise with other departments to achieve improvements in customer service levels
  • Fill in for all customer service roles during absences

Skills and Experience:

  • Excellent client-facing verbal and written communication skills
  • Confidence, patience, politeness, tact and diplomacy when dealing with difficult -situations
  • Creative thinking, to be able to come up with new ideas to improve customer service standards and systems
  • The ability to remain calm and work well under pressure in a fast-paced environment
  • Advanced troubleshooting and multi-tasking skills
  • Ability to think strategically and to lead a team
  • Inquisitive nature and the desire to develop a thorough knowledge of the products and services that our company offers
  • Excellent organisational and planning skills
  • Working knowledge of customer service software, databases and tools to draft reports, interpret results and keep organised records
  • Advanced level Excel skills for analysing data and creating reports
  • Commitment to improve your own customer service skills on an ongoing basis
  • Product related business background is essential.
  • Prior experience in agricultural manufacturing / supply highly regarded
  • Prior experience in managing both domestic and export customer requirements highly regarded
  • Recruitment & Performance Management experience

To apply you must be an Australian/NZ Citizen or have your PR.

Please submit your resume and the answers to the employer questions to:

Kristine Tuazon ( kristine@goodpeoplehr.com.au ) or hit the apply button now (please also include the answers along with your resume).

Employer questions - your application will include the following questions:
  • How many years of people management experience do you have?
  • 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?
  • Do you have experience in a role which requires relationship management experience?
  • Which of the following Microsoft Office products are you experienced with?
  • Have you worked in a role which requires a sound understanding of Good Manufacturing -Practices (GMP)?
  • How many years' experience do you have in the FMCG manufacturing industry?
  • Which of the following Customer Relationship Management (CRM) systems do you have development experience with?

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