Salary : $35 - $40 Location : Castle Hill Post Date : 17 July 2017 Employment Type : Temporary Job Reference : 5589MR Job Classification : Administration & Office
Our client - A global life science company and industry leader with a product portfolio of more than 200,000 products.
The primary role for the Customer Service Manager is to provide the interface between the sales and marketing activities (pre Sales) and the Operations or Supply Chain team (post Sales). The Customer Service Supervisor plays a critical role in servicing customers' needs to ensure that the service expectations of customers are met in order that the overall business strategies are enabled. This role coordinates information between internal and external customers through the provision of systems and capabilities in a timely fashion.
Develop and implement capability that supports the required customers' requirements
Develop and manage the Customer Service Team to achieve set goals and objectives
Develop metric reporting capability, analyze data and build an improvement ethic in the team
Continuously improve and review customer service levels through SAP, CRM & Google
Build relationships within the organization to understand and meet customers' needs
Proactively monitor fulfillment and sales cycles and take preventive action as necessary.
Ensure that for key products and customers, sufficient inventory is available to meet customer needs
Ensure all customer related activities i.e. enquiries, complaints, credits, shipping issues are addressed and resolved in a timely manner.
Develop and maintain relationships with key account contacts, providing information, service and support to key accounts as required
Develop and report on Customer Service KPIs, team objectives and targets
Manage the performance of the team, including individual performance reviews
Develop the skills of the team members ensuring corporate best practices are identified and implemented
Ensure the team is collectively trained and cross trained on administrative tasks to ensure continuity of service
Coach and develop team members to consistently achieve the highest level of professionalism and quality
5 years minimum in customer service supervisor role
5 years minimum SAP knowledge
2 years minimum in supervisory roles
Knowledge and Skills:
Ability to lead, develop and energize people
Ability to establish priorities, work independently and proceed with objectives without supervision.
SAP functionality and training experience
Highly level computer skills including Microsoft Office, ERP, CRM systems and databases
Ability to exchange information using good oral and written communication skills
Understanding of business processes
Initiative and problem solving skills
Ability to and the desire to learn new skills
Strong Customer orientation
What's in it for you?
A unique, ongoing temporary opportunity within a global company
A chance to further your skills and experience
Being part of a vibrant, supportive and positive team
Please send your resume by clicking on the apply button. Your application will be assessed within 3 working days. Please note only shortlisted candidates will be contacted.