Customer Service Manager

Reporting to: General Manager (Australia)
Department: Sales International
Location: Marketing Office & Factory
Number of Direct Reports: 10
Range: $1.500 - $2.000
Position Purpose:
This role is responsible to proactively lead, manage and inspire our Customer Service team to deliver exceptional customer service / experience by proactively resolving customer questions or complaints and help develop programs and procedures to ensure a high level of productivity, performance and maximise the value adds and increase sales.
A key area of the focus will be on efficiency, accuracy and compliance. Driving a new culture of lean office into the Customer Service department
People and Culture:
● Build and lead a high-performing team, fostering a positive and productive work environment.
● Recruit, onboard, and develop employees, ensuring they have the skills and knowledge to succeed.
● Conduct performance reviews and provide constructive feedback.
● Promote a culture of safety and compliance.
● Embrace and live QLM's CARES values
Operational Excellence:
● Oversee the daily operations of the customer service department to become one of excellence, ensuring efficient workflow, timely responses, and high-quality customer service.
● Manage training, system improvements & drive efficiencies into CS team globally
● Manage customer inquiries, providing accurate and comprehensive information about label printing products and services.
● Generate quotes and proposals, collaborating with sales representatives and production teams to ensure accuracy and feasibility.
● Proactively identify and address customer needs, offering solutions and recommendations that exceed expectations.
● Analyse sales data and performance metrics, identifying trends and opportunities for improvement.
● Identify, develop and implement new processes and procedures to streamline operations and enhance customer satisfaction.
● Represent the company at industry events, trade shows, and customer meetings, building relationships and promoting our capabilities.
● Work with Customer Service Technical Team Leader to drive changes into Australia
● Coordinate archiving of job bags from previous year
Compliance:
● Provide CERM MIS updates, ensuring record keeping is correct and up to date in a timely manner.
● Lean Office mindset and processes
● Responsible for monitoring time and attendance, approving leave requests for Customer Service, Admin Assistant in VNM & AU - through Roubler
● Report as required on customer service performance to the management team for staff evaluation
Workplace Health and Safety:
Take responsibilities on behalf of the organisation, but must also comply with requirements as workers, including:
● Ensure adherence to WHS policies and procedures
● Maintain relevant knowledge of WHS issues
● Act as a role model by demonstrating safe work behaviours