Customer Service Manager

Summary about this job

Detail information about job Customer Service Manager. Terms and conditions vacancy

• Represent the company in a specific market area on an operational level
• Work with a supportive and customer focused team
• Direct and develop the customer service team

Established in 1988, Shred-it was one of the first secure paper shredding companies in the world, and today we’ve grown to be a global leader, providing secure document destruction services to over 400,000 customers in 170 markets, in 18 different countries.

Work as part of a supportive, global team with individual accountability in defined areas. This position deals with sales operational financial and organisational responsibilities in a highly customer focused way. The successful candidates will be required to have daily interactions with internal and external customers and staff at all levels within the service centres and our support centre in Canada.

JOB SUMMARY

Represents the Customer Service and Operations interests of the company in a specific business market area and is responsible for the planning, administration, monitoring and optimising the operational performance of all District and nominated Service Centre specific aspects (investments/resources). Achieve the approved annual objectives, defined Operations and Customer Service KPIs and implement policies standards and practices of Shred-it.

STRATEGIC

• Protects and enhances the corporate image through right actions, with respect to clients, associates, other businesses and the community at large.
• Develops and maintains a strong customer service and operational culture while maximising efficiency within the district.

LEADERSHIP & DEVELOPMENT

• Direct management and development of a team of Customer Service Supervisors.
• Assumes responsibility for managing the Customer Service team within the defined service location(s) in excess of $5m turnover per anum.
• Develops and implements Shred-it approved training programs in conjunction with the National Operations Manager.
• Assists and supports the National Operations Manager in the training mentoring and development of new and current CSS’s from other Australian service centre locations.
• Provides support and cover at alternate district locations when required.
• Manages the process of formal written performance agreements for each direct report in accordance with company policy.
• Ensures that all direct reports are managed to required performance and conduct standards in line with company disciplinary policy as required.

RESPONSIBILITIES

• Ensures adequate cover is provided to make sure that customer service needs are met at both base and other service locations.
• Assumes responsibility for the operational effectiveness and management of new service locations.
• Manages recruitment process and interviews.
• Ensures that all relevant employment checks are done to comply with company standard.
• Manages roadside coaching, spot checks and spends time in field with CSR’s.
• Ensures that Health & Safety standards and training are maintained and adhered to.
• Ensures that customer service issues are resolved and provides support to the sales team, Client Care team and CCA’s.
• Provides clients and potential clients with operational and service advice while identifying and qualifying business opportunities.
• Manages opening and closing of branch on a daily basis and ensures that support for CSR’s is provided.
• Oversees the management of the warehouse, baling and fleet maintenance operations, including mechanics.
• Manages fleet utilisation and cost efficiencies.
• Manages Fleet Maintenance of all vehicles of the District and nominated Service Centre.
• Controls CSR costs, vehicle costs, console inventory.
• Reviews CSR Log Sheets and takes corrective action as appropriate.
• Manages security check process.
• Manages the return to work process in line with Work Safety legislation and company policy.

PERSONAL SPECIFICATIONS

• Proven management skills.
• Passion for customer service.
• Strong operational background.
• Computer literate, proficiency of SAP data system is desirable.
• MR License.
• Able to work under pressure.
• People orientated.
• Self-motivated.
• Results orientated.
• Analytical skills.
• Must be qualified to work in the Australia and have a clean criminal records check.
• Multi-site and remote management experience.
• Experience of managing KPIs and P&L.
• Experience of managing and routing a multi-truck fleet.
• Experience of working in a customer service environment.
• Fleet Maintenance.
• Excellent knowledge of Health & Safety guidelines.
• Educated to VCE level or equivalent.
• Higher educational in relevant field advantageous.

Please forward your applications to Laura Caligari at [email protected] or hit apply below. Only shortlisted applicants will be contacted.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER