Customer Service Lead

Location: melbourne
Salary: Highly competitive salary on offer
Job Type: permanent
Contact: Oscar Wyer
Company Overview:
Our client is a significant player in both the domestic and global food markets, with leading iconic brands in Australia, USA, Middle East, and SE Asia. They are a true believer in sustainability, biodiversity, and innovation.
 
 
Role Overview:
As the Customer Service Lead, you will oversee and manage a team of customer service representatives dedicated to supporting three sectors of the business.
Firstly, you will be responsible for servicing the agriculture domestic division of the business.
Secondly, servicing customers and leading order processing for the third party specialty pet division, playing largely in the domestic retail space.
In addition to managing domestic operations, the team will be responsible for processing orders from overseas customers, primarily in New Zealand and some Pacific nations. The primary responsibility will be to ensure that the team delivers exceptional customer service, resolves issues efficiently, and meets DIFOT targets.
 
 
Key Responsibilities:

Team Leadership (20%):
  • Develop a strong team ethos focused on customer satisfaction and a 'can-do' attitude.
  • Provide skill and knowledge development opportunities for direct reports through one-on-one sessions, team meetings, and coaching.
  • Support and guide the team, undertaking bi-annual performance appraisals.
Team Management (30-70%):
  • Manage and support the team to meet SLA targets, including accurate and timely order processing in SAP.
  • Liaise with customers for order updates, book freight carriers, and optimise dispatch.
  • Collaborate closely with National Sales Managers to maximize customer satisfaction and promptly address domestic complaints.
Business Processes (10%):
  • Implement new business processes as requested to enhance efficiency.
  • Review, document, and publish processes and procedures to reduce mistakes and streamline onboarding.
  • Maintain and update existing processes and work with IS to improve current system processes in SAP.
 
 
Skills and Attributes:
  • Minimum 3-5 years' experience as Customer Service Manager or Lead.
  • FMCG industry experience desirable.
  • Interfacing with Pet and agri-business retailers desirable.
  • Proficient with SAP.
  • Excellent communication, leadership, and organisational skills.
  • Ability to work under pressure and prioritise tasks effectively.
  • Tertiary qualification and wider supply chain and operations experience.
 
 
How to Apply:
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