Customer Care Supervisor Brisbane, Australia

Brisbane, QLD
Permanent
Full-time

7 days ago

DescriptionCustomer Care SupervisorSUMMARYThis is a key Customer Care Leadership role that focuses heavily on motivating and leading theCustomer Care Team to enable a consistent and high standard of customer service and experience at the same time as working cross functionally to servicing some of our large strategic Distributors inAustralasia.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.Lead and direct the daily activities of the Customer Care Team to ensure the overallorganisational objectives are successfully achieved.Lead Safety performance across the Customer Care Team to ensure everyone goes home safeevery day - Zero Harm.Develop and implement Key Performance Indicators (KPI's) to identify and correct servicedeficiencies and work closely with the wider Operations Lead Team for process improvementthrough root cause analysis and preventative and corrective actions. Also to manage individualperformance and ensure the workload is balanced across the team.Responsible for managing the CC Teams hours, completing the timesheets and approving leavethrough Workday for HR and Payroll monthly. Time and Attendance to be managed to ensurethere is always a good balance of resources available within the team.Work closely with all areas of the business to provide superior customer service and develop aCustomer Care Team who adopt a collaborative approach cross functionally to the benefit of ourcustomers and our organization.Responsible for the development and focus of customer relationship management with bothinternal and external customers and the wider Customer Care Team. Maintain a proactive andintegrated communication flow with the RSM's, Sales Team, Operations Lead Team and ourcustomers to keep everyone informed.Responsible to conduct mentoring and training activities for new and existing Customer CareRepresentatives in a professional and effective manner and in an effort that supports theprofessional development of the Customer Care Team and to ensure personal growth, customersatisfaction and achievement of the organization's goals.Champion system changes, upgrades and testing and ensure all relevant users and keystakeholders are trained and / or informed.Responsible for conducting performance evaluation of the Customer Care Team to ensureperformance standards are met and to offer positive recognition and / or performanceimprovement plans as and when required. This includes time and attendance.Adhere to and demonstrate evidence of practicing high levels of Leadership to promote areassuch as team building, employee empowerment, motivation and process enhancement.Maintain a strong partnership with the Distribution Centre's and other departmental managersin the areas of Manufacturing, Logistics, Supply Chain, Finance, IT and Prefabrication forimproving the overall customer experience and continuous improvement.Establish and conduct an active program of customer visits for yourself and the team to developclear knowledge of varying customer requirements and build sound relationships.Provide inputs into the Distribution Review Analysis for the Sales & Marketing Teams.Perform all order processing and service-related activities to ensure the accurate, timely andeffective handling of the customers' requirements.Provide courteous and professional responses for all product and order related enquiries.Perform quotation and order entry, edit and maintenance, handle all telephone and emailenquiries relating to freight, orders, or billing issues.Responsible to analyze and resolve customer requests, enquiries, or problems by utilizingestablished procedures.Follow up on incoming / outgoing goods schedule to provide accurate and timely feedback tocustomers and the sales team.Responsible for purchasing some sundry items and managing discretionary expenditure througha Corporate Purchasing Card and coding through the Concur portal in line with the companypolicy.Maintain current documentation and files as per established procedures and policies.Provide regular progress updates to improve communication and engagement across thebusiness.Liaison with Freight Providers to advise ETA's or resolve issues as and when required.Encourage new ways of thinking and working to achieve smarter outcomes.Promote and participate in FEM events and activities.Adheres to all established policies, procedures and the code of ethics.Other duties and tasks as assigned by the Operations Manager.EDUCATION and/or EXPERIENCE & QUALIFICATIONS
Minimum 2 years of customer service / internal sales and / or Victaulic product knowledge.Must possess proficient software skills such as Microsoft Office - Word, Excel and Teams andknowledge of an ERP system, esp. SAP, Lawson M3 preferred.Must be goal oriented, reliable, self-motivated and able to multi-task effectively.Willing to be flexible within our working schedules and work occasional overtime.Ability to read and understand blueprint and schematic drawings and interpret technicalmanuals.Problem solver, hands on, flexible and willing to take initiative.Understands the benefit to working together as a team, good interpersonal skills and able tocommunicate with all levels of people.Experience in planning / buying activitiesInventory management skills.Strong coordination and follow-up skillsCan communicate fluently in the country language and in English.Customer Care Supervisor Core Competences:Customer OrientationStrives fully to meet the expectations and requirements of internal and external customers. Gathersinformation directly from the customer and uses this information to improve products and services.Acts with the customers in mind and begins and consolidates effective customer relations, earningtheir trust and respect.Problem solvingUses rigorous logic and methods to effectively solve difficult problems: keeps asking questions in thesearch for answers. Spots latent problems. Looks at the long-term effects of proposed solutions.Decision MakingMakes right decisions at the right time, which are based on knowledge and good judgement. Canmake decisions quickly, in some cases even on the basis of incomplete information or under heavytime pressure. Over time, most of his/her solutions and suggestions prove to have been correct andaccurate.CommunicationCan communicate clearly and consistently in a wide range of communication styles. Can conveymessages that have the desired effect.Project & Time ManagementMonitors the progress of projects in a consistent way. Phases in logical steps and respects agreeddeadlines. Gives timely feedback about the progress of the various projects. Is realistic in his/herplanning and builds in evaluation moments/checkpoints. Demonstrates conscious time management.Respects budgets.Stress ManagementRemains calm under pressure. Does not become defensive or irritated when things are going lessthan perfectly. Is regarded as mature. One can count on him/her to hold things together underdifficult circumstances. Does not lose his/her equilibrium when something unexpected arises.Displays no frustration when he/she encounters resistance. Has a calming influence in a crisissituation.ChangeWillingness to embrace change, both in business aspects as in the candidate´s personal growth, isessential.

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