Customer Services Manager

at  Jacobs Douwe Egberts

Customer Services Manager
Supply Chain
Auckland
Full-time
New Zealand
Job Description
We currently have an exciting opportunity for a Customer Services Manager to join the Supply Chain team. As the Customer Services Manager you will lead and support your team of 5 Customer Relations Specialist overseeing and ensuring the delivery of exceptional customer experiences and satisfaction.

In this role you will be responsible for:

• Lead, train, and motivate the customer service team, setting performance targets and providing regular feedback.
• Develop and implement strategies to improve customer satisfaction and retention.
• Collaborate with other departments to ensure seamless support across the organization.
• Handle escalated customer issues and monitor service metrics to proactively address trends.
• Ensure quality standards in customer interactions through regular assessments and coaching.
• Conduct training sessions and support team development.
• Analyze customer feedback to refine strategies and enhance service quality.
• Lead the Customer Service function through the Global roll out of Supply Chain Operating System (SCOS) engaging with the wider supply chain team functions to ensure it is fit for purpose.

Qualifications

To be the best Customer Services Manager, we’re looking for someone who has the following skills and experience:

• At least 5 years previous experience in customer services management in a or more complex customer service management role
• Previous experience leading a team.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with the ability to interpret data and identify trends that can lead to continuous improvement.
• Proficiency in customer service software and tools
• A customer-focused mindset with a commitment to delivering exceptional service.
• Valid unrestricted work visa

Additional Information

• Lead, train, and motivate the customer service team, setting performance targets and providing regular feedback.
• Develop and implement strategies to improve customer satisfaction and retention.
• Collaborate with other departments to ensure seamless support across the organization.
• Handle escalated customer issues and monitor service metrics to proactively address trends.
• Ensure quality standards in customer interactions through regular assessments and coaching.
• Conduct training sessions and support team development.
• Analyze customer feedback to refine strategies and enhance service quality.
• Lead the Customer Service function through the Global roll out of Supply Chain Operating System (SCOS) engaging with the wider supply chain team functions to ensure it is fit for purpose