Customer Service Manager

Surteco Australia; Sydney; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

EAP service

Discounts: 500+ discounts

WFH two days per week after probation

Job summary

SURTECO Australia is seeking an experienced Customer Service Manager to lead a six-person national team across NSW, Victoria and Queensland from Arndell Park, NSW.

You will drive strategy, efficiency and continuous improvement while collaborating with sales, production, warehousing and finance to optimise service delivery across multiple sites.

Qualifications

• Minimum of 5 years' proven experience in customer service, including experience leading and developing a team.
• Ability to lead multi-site or national customer service team whilst maintaining strong service standards.
• Excellent Customer Service skills – professional phone manner and strong written communication.
• An understanding of manufacturing and the inter-dependency of divisions.
• A strong track record of building internal and external relationships and working collaboratively across intercompany departments.

Responsibilities

• Lead, coach, train and oversee national customer service team.
• Collaborate with the customer service team to handle complex or escalation customer enquiries and be the main contact for timely resolution.
• Ensure customer service function is running smoothly, ensuring enquiries are being managed efficiently and accurately.
• Monitor and develop team performance against key KPIs such as call answer times, call handling time and data entry accuracy.
• Develop and implement national customer service strategies across the department.
• Partner with sales, production, warehousing, finance and other key functions.
• Support the ongoing improvement of Customer Service processes, systems and team performance.
• Responsible for the recruitment, selection and induction of team members nationally.
• Lead by example and foster a positive customer centric environment.
• Interstate travel to our branches is required for this role.

Skills

Leadership

Communication

Cross-functional collaboration

Multi-site management

Analytical thinking

Tools

Movex

Excel

Job description

SURTECO Australia is looking for an experienced Customer Service Manager who will be responsible for providing day to day leadership and direction to a team of six customer service representatives across New South Wales, Victoria and Queensland, aligning with SURTECO Australia professional culture and standards based in Arndell Park, NSW.

Reporting to the Managing Director, you will play a critical part in developing, implementing and maintaining customer service strategies whilst driving operational efficiency and continuous improvement.

Key Responsibilities

Lead, coach, train and oversee national customer service team

Collaborate with the customer service team to handle complex or escalation customer enquiries and be the main contact for timely resolution

Ensure customer service function is running smoothly, ensuring enquiries are being managed efficiently and accurately

Monitor and develop team performance against key KPIs such as call answer times, call handling time and data entry accuracy

Develop and implement national customer service strategies across the department

Partner with sales, production, warehousing, finance and other key functions

Support the ongoing improvement of Customer Service processes, systems and team performance.

Responsible for the recruitment, selection and induction of team members nationally

Lead by example and foster a positive customer centric environment

Interstate travel to our branches is required for this role.

About You

To be successful in this role, you will need:

Minimum of 5 years' proven experience in customer service, including experience leading and developing a team.

Ability to lead multi-site or national customer service team whilst maintaining strong service standards

Excellent Customer Service skills – professional phone manner and strong written communication

An understanding of manufacturing and the inter-dependency of divisions

A strong track record of building internal and external relationships and working collaboratively across intercompany departments

A positive attitude and willingness to take on new challenges.

Proficiency with ERP/WMS platform and Movex (preferable, not essential)

Proficient in Microsoft excel skills

Process driven, strong analytical and reporting capability

Strong teamwork and organisational skills

Capacity to effectively manage several important tasks at one time

Have an open mind to adopt AI tools to improve systems, streamline processes and evolve the way customer service works.

Benefits available

Working alongside leadership management team

The opportunity to grow your team and career, there are many exciting things happening in the business at this time and the role could grow

Working with inspiring leaders with a great vision and execution strategy

Working within a great team

Support: Access to confidential EAP service

Discounts: Access to 500+ Discounts

WFH two days per week upon completion of probation

About Us

SURTECO Australia is a subsidiary of a 130-year-old German group of companies who specialise in Decorative surfaces and edge banding. SURTECO Australia is involved in the development, design, manufacture, and sale of surface materials such as edges and foils, technical extrusion (profiles) and decorative printing.

Since 1984, SURTECO Australia offers locally manufactured polymer edges and technical profiles produced to German quality standard, besides the wide range of other SURTECO products.

Reference check, working rights and pre-employment checks will be completed before offer issued.

Please note we don't accept any applications from recruitment agencies at this time.