Customer Service Manager

Location: brisbane
Salary: Competitive salary according to previous experience
Job Type: permanent
Contact: Bruno Costa
Our client is an Australian owned industry leader in infant animal nutrition with a vast product range encompassing Nutrition, Hygiene and Comfort.

Care is at the heart of the business. Along a great product, exceptional customer service and sales support is what sets them apart.

Six Degrees Executive is looking for an experienced Customer Service Manager to assist our client in overseeing:
 
  1. Customer Service function for Australia, New Zealand and Export New Zealand Customer Service:
    1. Build and enhance relationships with key customers
    2. Enhance efficiency and efficacy in customer relationship
    3. Oversee service delivery to these customers
    4. Process and manage all orders for the New Zealand market (i.e. SOPS, etc.) with assistance of Sales Support Executive (SSE)
    5. Manage relationship with key distribution partners, including order updates, sales and production forecasting and logistics.
  2. Manage logistics:
    1. Warehousing
    2. Freight, etc.
  3. Day to Day management of Customer Service team:
    1. Workflow
    2. Training and support
    3. Working relationships, i.e. culture
    4. Escalation point for logistics, CRM, Dynamics, etc.
    5. Systems and Processes
  4. Stock Management:
    1. Inventory Management, i.e. forecasting, liaising with operations
    2. Stocktakes
    3. Transfers, etc.

Your Key Initiatives in first 12 months will include:

  1. New Product distribution model for Australia and NZ
  2. Electronic Ordering (EDI) established with our key customers
  3. Australian Logistics Review and Recommendations:
    1. Warehouses
    2. Locations
    3. Costs
    4. Service Level Agreements (SLA’s)
    5. Stock Management:
      1. Inventory control
      2. Transfers, etc.
  4. Driving Operating Efficiencies:
    1. Delivery in Full On Time (DIFOT)
    2. Increase average Volume/Order
    3. Decrease transfers/month, etc.

This role is based out of our Brisbane office (Milton) where you will work alongside the existing Customer Service team.

 
We are looking for someone who is:
  • A team player who understands that it takes a team to achieve our goals.
  • Organised and flexible who can prioritise their workload and juggle internal demands as well as that of a broad customer base.
  • Accountable and takes responsibility for outcomes good or bad.
  • Up for a challenge, who is results oriented, and loves having some fun.
 
Business Culture and Productivity:
  • Contribute to the business culture through active engagement in scheduled team meetings and events, as well as daily life within the business
  • Overseeing CS team workflow, cohesiveness, and productivity
  • Ensuring the Customer Service team are focused on ‘customer service’
 
Customer Service
 
  • Work closely with the New Zealand sales team to make the life of our partners (customers, supplier and service providers) as EASY as possible by providing the best possible customer service.
  • Continuously seek out opportunities to exceed customer expectations.
  • Ensure that agreed customer service KPI’s are being met or exceeded on a continuous basis.
  • Work closely with the sales team to quickly, efficiently and diplomatically respond to any customer complaints or customer service failures with the aim of turning any complaint or issue into an opportunity.
  • Do everything possible to maximise NPS (Net Promoter Score) response rates and scores.
 
Sales Order Processing for the NEW ZEALAND Market
 
  • Manage the processing of all customer orders in the CRM Sales Order Processing system with support of SSE.
  • Generate, manage and control all documentation associated with each sales order.
  • Ensure 100% accuracy in sales order processing.
  • Pro-actively manage customer credit limits and work closely with accounts to ensure that all customers remain within agreed credit terms.
 
Stock Management – AU & NZ
  • Manage inventory levels, stock rotation, etc
  • Advise the Sales Managers when new stock is arriving and ensure that allocations and assignment to customers is well planned
  • Warn the CS and Sales Managers of any problem stock situations (limited shelf life, damaged, out of spec etc.)
  • Analyse stock utilisation and forecast sales demand (in collaboration with Business Manager) and work to ensure that there is sufficient stock in each location to meet demand.
  • Efficiently plan any stock movements to maximise inventory utilisation and minimise stock levels
  • Manage any damaged stock issues ensuring that credits are negotiated from suppliers or service providers as required and credits are provided to customers as required.
Warehouse Management – AU & NZ
  • Manage the relationship with each of our warehouses.
  • Review, implement and monitor Service Level Agreements (SLAs) with all warehouses
  • Initiate and manage Non-Conformance Reports whenever SLAs are not met
  • Manage regular stock takes in each warehouse and ensure zero stock discrepancies.
Logistics – AU & NZ
  • Manage the relationship with all freight and logistics service providers.
  • Negotiate the best possible freight rates and SLA’s for all stock movements.
  • Review, implement and monitor Service Level Agreements with all freight and logistics providers.
  • Actively track all product movements to ensure that 100% of sales are delivered in full and on time.
  • Manage all pallet hire accounts to ensure that pallets on the account remain accurate and costs are minimised.
Data Management
  • Ensure CS team set up new customer and supplier records in the CRM system.
  • Ensure CS team have all customer and supplier records in CRM kept up to date and accurate.
  • Ensure that all customer and supplier data is kept up to date and accurate.
  • Drive process improvement across business through improvements in systems and data management.
Finance and Administration
  • Manage the setup of new inventory codes
  • Manage the CS team to ensure processing of all sales including creating sales orders, invoices and billing.
  • Manage the receipt of all stock purchases
  • Manage the CS team to ensure checking and approval of all supplier and service provider invoices to ensure that all product, quantity and pricing details are as ordered and if not work with suppliers to rectify.
  • When necessary work with accounts on debtor management.

Remuneration:
This role will have a competitive annual base salary, super, a business profitability incentive component as well as health and well-being contributions along with other financial benefits.
Apply now