Job Description

Job Header

Customer Service Manager

Advertiser: Adventure Operations AustraliaMore jobs from this company

Job Information

Job Listing Date
16 Jun 2020
Location
Brisbane, CBD & Inner Suburbs
Work Type
Full Time
Classification
Call Centre & Customer Service, Management & Support

Customer Service Manager

  • Located at Eagle Farm (Brisbane)
  • Full time role working Monday to Friday
  • Drive the delivery of an exceptional customer service experience

 

About the Organisation 

Adventure Operations (AO) is a leading Australian consumer goods company, and home to a portfolio of iconic and trusted brands, including OZtrail®, Companion®, Campfire®, Roman®, Elemental®, Pop Up®, Jamec Pem® and Trade Flame®. 

With brands established over 40 years, and the creation of a new organisation in 2018, our business brings expert product knowledge and experience across the Outdoor, Leisure and Industrial categories. 

 

About the Role 

Reporting to the Operations Director, the Customer Service Manager will be responsible implementing and driving the overall customer service strategy resulting in a highly effective and efficient customer service function within the organisation.

Key Responsibilities will include:

  • Working closely with the Operations Director to set the customer service strategic plan
  • Drive and implement the strategic plan to deliver on required outcomes
  • Lead a team of 6 Customer Service offices across 2 sites
  • Manage and deliver reporting on key metrics and KPIs
  • Oversee and maintain quality assurance standards
  • Manage training of the customer service team in liaison with the Product team (on new/updated products)
  • To develop and maintain overall customer service procedures
  • Provide back up support to the CS team on processing orders and call flow
  • Manage the overall performance of individuals in the team with the guidance of the HR Director
  • Manage communication from the CS team to key stakeholders in the organisation (Sales team, Marketing, Product team etc)

 

About You

  • Experience in a management level role within a within product-based CS team;
  • driven to create and achieve an exceptional customer experience;
  • interest and possible knowledge in outdoor and industrial products;
  • experience creating and implementing effective CS processes and workflow management;
  • highly effective communication skills, both verbal and written;
  • strong leadership skills;
  • strong attention to detail;
  • able to build effective relationships across the organisation;
  • a passion for what you do and a high care factor;
  • self-motivated and able to work autonomously; and
  • experience using ERP system

 

What's in it for You

Adventure Operations offers competitive remuneration with a great team environment and you will have access to excellent staff /family and friends discounts on our product ranges.  We have a relaxed yet high performance culture with a keen focus on learning and development. 

You will be provided with extensive, on the job training in our product range and systems.  

To be considered for this role please:

  • click the Apply button and submit your CV along with a portfolio of your work.
  • Click the below link to complete a short questionnaire.

 

https://www.surveymonkey.com/r/W8QFZPP

 

Only applicants who have satisfied all aspects of the application process outlined above will be considered. 

  • Located at Eagle Farm (Brisbane)
  • Full time role working Monday to Friday
  • Drive the delivery of an exceptional customer service experience

 

About the Organisation 

Adventure Operations (AO) is a leading Australian consumer goods company, and home to a portfolio of iconic and trusted brands, including OZtrail®, Companion®, Campfire®, Roman®, Elemental®, Pop Up®, Jamec Pem® and Trade Flame®. 

With brands established over 40 years, and the creation of a new organisation in 2018, our business brings expert product knowledge and experience across the Outdoor, Leisure and Industrial categories. 

 

About the Role 

Reporting to the Operations Director, the Customer Service Manager will be responsible implementing and driving the overall customer service strategy resulting in a highly effective and efficient customer service function within the organisation.

Key Responsibilities will include:

  • Working closely with the Operations Director to set the customer service strategic plan
  • Drive and implement the strategic plan to deliver on required outcomes
  • Lead a team of 6 Customer Service offices across 2 sites
  • Manage and deliver reporting on key metrics and KPIs
  • Oversee and maintain quality assurance standards
  • Manage training of the customer service team in liaison with the Product team (on new/updated products)
  • To develop and maintain overall customer service procedures
  • Provide back up support to the CS team on processing orders and call flow
  • Manage the overall performance of individuals in the team with the guidance of the HR Director
  • Manage communication from the CS team to key stakeholders in the organisation (Sales team, Marketing, Product team etc)

 

About You

  • Experience in a management level role within a within product-based CS team;
  • driven to create and achieve an exceptional customer experience;
  • interest and possible knowledge in outdoor and industrial products;
  • experience creating and implementing effective CS processes and workflow management;
  • highly effective communication skills, both verbal and written;
  • strong leadership skills;
  • strong attention to detail;
  • able to build effective relationships across the organisation;
  • a passion for what you do and a high care factor;
  • self-motivated and able to work autonomously; and
  • experience using ERP system

 

What's in it for You

Adventure Operations offers competitive remuneration with a great team environment and you will have access to excellent staff /family and friends discounts on our product ranges.  We have a relaxed yet high performance culture with a keen focus on learning and development. 

You will be provided with extensive, on the job training in our product range and systems.  

To be considered for this role please:

  • click the Apply button and submit your CV along with a portfolio of your work.
  • Click the below link to complete a short questionnaire.

 

https://www.surveymonkey.com/r/W8QFZPP

 

Only applicants who have satisfied all aspects of the application process outlined above will be considered. 

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • How many years' experience do you have as a customer services manager?
  • How many years of people management experience do you have?
  • What's your expected annual base salary?
  • How much notice are you required to give your current employer?

Report this job advert

Be careful- Don’t provide your bank or credit card details when applying for jobs. If you see something suspicious .

Share this role