• Call Centre & Customer Service
• Manager
• NSW Other
• Permanent / Full Time
• Generous Parental Leave
• Employee Benefits program
• Collaborative team

THE OPPORTUNITY

We’re looking for an experienced Customer Service & Sales Effectiveness Manager to lead a forward-thinking customer service team that is the hub linking their sales teams on the road, dispatch centres, and various depots across ANZ. You will play an important part in developing and leading your team to strengthen their capability in providing customers with consistent service levels and management of supply into the market.

YOUR KEY RESPONSIBILITIES ARE:

• Provide coaching and guidance to Team Leaders by setting clear and measurable goals and activities, and ensuring they are hitting competency milestones
• Continuous improvement and innovation of processes and workflow to streamline efficiencies for positive outcomes
• Effectively manage workflow and allocation of resources
• Foster a collaborative and high-performing team culture while identifying development and training opportunities
• Drive initiatives to improve customer satisfaction, retention and resolution rates
• Proactively monitor and resolve customer complaints, and act as a second point of escalation for complex issues, ensuring timely resolution
• Build strong relationships with key business functions, including dispatch, production, sales, marketing, and finance to improve service levels
• Utilise data-driven insights to optimise sales performance, inventory management, and customer service strategies
• Analyse sales trends, customer behaviours, and market data to identify growth opportunities
• Work with Sales & Production teams to align stock levels with demand and minimise financial risk

You will be a collaborative and genuine leader with previous experience in a management role in customer service, sales, logistics or supply chain function. You will also have:

• Strong leadership and coaching skills, with the ability to develop high-performing teams
• Data-driven mindset with the ability to analyse reports and translate insights into strategic actions
• Strong influencing and problem-solving skills
• Proven ability to build positive customer and internal relationships
• Excellent communication skills
• Broad understanding of sales, marketing and logistics processes
• Experience in SAP, Salesforce, Service Cloud and Natterbox – Desirabl

Below are some of the key central benefits that are available to all employees. Other benefits may be available depending on your role or site.

• Generous parental leave: 20 weeks paid Primary Carer Leave and 3 weeks paid Partner Leave for those who have worked at the business for at least 12 months. The company also provides superannuation contributions for the Primary Carer during the period of unpaid parental leave for eligible employees (limitations apply).
• Access to long service leave after 5 years: Employees who are not covered by an Enterprise Agreement can access accrued Long Service Leave (LSL) at the rate of 1.3 weeks per year of service after 5 years continuous service.
• Employee Benefits Program: discounts for employees, friends and family on a huge selection of products and services from a variety of brands including Samsung, Coles, Harvey Norman, Village Cinemas, Dick Smith, Vodafone, Thrifty and many more.
• Recruitment referral awards: $1500 is awarded to eligible employees for referring friends or family to an open role if the candidate is successful.
• Corporate rates for private health insurance: Nib Health Insurance offers discounted cover for employees