Customer Service Manager

Stramit; City Of Gosnells; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Perkbox account

Parental Leave

Diversity & inclusion

Career development

Job summary

Stramit in Maddington, WA, is seeking a proactive Customer Service Team Leader to guide a diverse group across planning, production, transport and sales, ensuring seamless fulfillment and outstanding service.

You will lead by example, driving KPI performance, resolving escalated issues, and developing your team's skills in a fast-paced environment. The role offers growth, supportive culture and opportunities to shape customer outcomes.

Qualifications

• Proven experience in a customer service team leader or manager role in a contact centre, call centre or similar environment.
• Proven ability to lead a team and positively influence achievement of customer service targets/KPIs.
• Results-driven with exceptional problem-solving and negotiation skills.
• Excellent communication abilities, both written and verbal.
• Resilient and adaptable, thriving in a fast-paced and ever-changing work environment.

Responsibilities

• Lead and mentor a customer service team to consistently meet and exceed KPIs.
• Handle escalated customer issues promptly with effective solutions.
• Drive team efficiency and morale through a growth mindset.
• Identify training needs and develop team performance.
• Collaborate with internal and external stakeholders to ensure seamless operations.

Skills

Team leadership

Customer service

Problem solving

Communication

Adaptability

Job description

Description

Stramit is “Australia’s leading vertically integrated steel manufacturer and total steel building material solutions provider” Part of the Fletcher Building Group employing 14, people across New Zealand, Australia and the South Pacific. Our connected purpose is focused on ‘improving the world around us through smart thinking, simply delivered’ providing our customers real value.The backbone of our business are our + Sales, Operations, Customer Service and Support Service functional teams across our 15 sites, who position us as a market leader in our field.

About the Position

Are you ready to lead a dynamic team in a role where no two days are alike? Join us at our Maddington location, where you'll collaborate with a diverse group of peers across planning, production, transport, and sales, to ensure seamless fulfillment of customer requests and drive sales through unparalleled service. If you're passionate about understanding customer needs and delivering exceptional service, this is your chance to make a significant impact and thrive in an ever-evolving environment.

• Guide your team with a strong focus on consistently meeting and surpassing customer expectations.
• Handle and resolve escalated customer issues promptly and effectively, prioritizing efficient and timely solutions.
• Embrace a growth mindset daily to enhance team efficiency and morale, driving higher customer satisfaction.
• Identify and manage your team’s performance, training, and development needs to ensure they are set up for success in their roles.
• Collaborate with both internal and external stakeholders to achieve seamless operations.

About You

• Proven experience in a customer service team leader or manager role in a contact centre, call centre or similar environment
• Proven ability to lead a team and positively influence achievement of customer service targets/KPI’s
• Results-driven with exceptional problem-solving and negotiation skills.
• Excellent communication abilities, both written and verbal.
• Resilient and adaptable, thriving in a fast-paced and ever-changing work environment.

What we offer

No matter your background, if you're driven and dedicated to making a positive impact, you'll find a promising future with us. Join our supportive team, always striving for innovation and efficiency to better serve our customers. Here's what we're proud to offer:

• Amazing career development, training and progression opportunities.
• A Perkbox account – giving you 24/7 access to thousands of perks, benefits, discounts, wellbeing tools and loads more!
• Parental Leave: primary carers receive full base pay for 26 weeks or receive 50% of full pay over 52 weeks. Secondary carers receive 2 weeks of full pay
• Strong Inclusion and diversity commitment to our team members including Gender affirmation leave (10 days), LGBTQ+ Rainbow Tick accreditation.