Customer Service Manager - Hunter Valley, Australia - WesTrac

WesTrac

Verified Company

Hunter Valley, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

_At WesTrac, we're made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you've always wanted. More development opportunities, with WesTrac's own in house RTO , access to your own guided learning platform and a range of pathways to help you steer your career in the direction of your dreams. More diversity, with over 4,000 team members with a tonne of differences, united by our passion for building a better tomorrow. As an industry leader and employer of choice, we're Made for More._

About the role

WesTrac is seeking an established leader with a strong focus on customer experience to join our Customer Service Team at Tomago.

This role provides opportunities to be a part of digital transformation projects with Caterpillar and partners such as Zendesk and Cisco and is accountable for the delivery of a best in class customer experience across multiple channels.

Reporting to the Aftermarket Solutions Manager, the Customer Service Manager will ensure an exceptional level of service is provided to all internal and external customers of CAT products.

You will be responsible for the overall improvement to the customer experience and lead the NSW customer service benchmarking implementation to ensure WesTrac can continue to evolve within an ever changing landscape.

The large customer base is from the mining and construction industries servicing large global multi nationals through to single machine owners through both phone and B2B platforms and supported by 24/7 warehouse operations.

Key Responsibilities

Provide mentoring and leadership to the Tomago Customer Service team
Identify opportunities for automation and process improvement to reduce our cost to serve by collaborating internally and with our external business partners
Produce and deliver quality presentations on at least a quarterly basis to showcase customer experience, trends, and recommendations
Respond to customer complaints and resolve disputes in a timely manner
Develop and execute initiatives designed to increase customer loyalty
Rollout NSW customer service CX benchmarks across the NSW branch network

Skills & Experience

Demonstrated engagement and leadership skills in a large team
Implementation of customer service benchmarks across a multi site network
Ability to influence key stakeholders across different business functions
Sound ability to analyse current data trends and adjust processes to achieve KPI's
Experience in ERP process automation projects is highly sought after
Formal qualifications in Business/Marketing/IT/Communications will be highly regarded

Benefits

Competitive salary and benefits scheme
Company funded income protection
Flexible work arrangements
Purchased leave
Discounted private health plan
Fitness passport
Novated leasing

If you believe you have the skills and experience to succeed in this role, please submit your cover letter and resume for consideration via the link.

For further information regarding this role, please contact our Recruitment team on Job number:

Successful applicants will be required to complete a satisfactory National Criminal History Check as part of the recruitment process.

At WesTrac, our primary focus is our people. As we look to the future, we're focused on harnessing the best talent and providing them with the support they need to achieve success. WesTrac is a member of the Diversity Council of Australia and recognise the value of and strongly support the principles of equal employment opportunities in the workplace and are committed to continue to build our workplace culture._