Description Customer Care Supervisor SUMMARY This is a key Customer Care Leadership role that focuses heavily on motivating and leading the Customer Care Team to enable a consistent and high standard of customer service and experience at the same time as working cross functionally to servicing some of our large strategic Distributors in Australasia . ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Lead and direct the daily activities of the Customer Care Team to ensure the overall organisational objectives are successfully achiev ed. Lead Safety performance across the Customer Care Team to ensure everyone goes home safe every day - Zero Harm . Develop and implement Key Performance Indicators (KPI’s) to identify and correct service deficiencies and work closely with the wider Operations Lead Team for process improvement through root cause analysis and preventative and corrective actions. Also to manage individual performance and ensure the workload is balanced across the team. Responsible for managing the CC Teams hours, completing the timesheets and approving leave through Workday for HR and Payroll monthly. Time and Attendance to be managed to ensure there is always a good balance of resources available within the team. Work closely with all areas of the business to provide superior customer service and develop a Customer Care Team who adopt a collaborative approach cross functionally to the benefit of our customers and our organization. Responsible for the development and focus of customer relationship management with both internal and external customers and the wider Customer Care Team. Maintain a proactive and integrated communication flow with the RSM’s, Sales Team, Operations Lead Team and our customers to keep everyone informed. Responsible to conduct mentoring and training activities for new and existing Customer Care Representatives in a professional and effective manner and in an effort that supports the professional development of the Customer Care Team and to ensure personal growth, customer satisfaction and achievement of the organization’s goals . Champion system changes, upgrades and testing and ensure all relevant users and key stakeholders are trained and / or informed. Responsible for conducting performance evaluation of the Customer Care Team to ensure performance standards are met and to offer positive recognition and / or performance improvement plans as and when required. This includes time and attendance. Adhere to and demonstrate evidence of practicing high levels of Leadership to promote areas such as team building, employee empowerment, motivation and process enhancement. Maintain a strong partnership with the Distribution Cent re’ s and other departmental managers in the areas of Manufacturing, Logistics, Supply Chain, Finance, IT and Prefabrication for improving the overall customer experience and continuous improvement. Establish and conduct an active program of customer visits for yourself and the team to develop clear knowledge of varying customer requirements and build sound relationships. Provide inputs into the Distribution Review Analysis for the Sales & Marketing Teams. Perform all order processing and service-related activities to ensure the accurate, timely and effective handling of the customers’ requirements . Provide courteous and professional responses for all product and order related enquiries. Perform quotation and order entry, edit and maintenance, handle all telephone and email enquiries relating to freight, orders, or billing issues. Responsible to analyze and resolve customer requests, enquiries, or problems by utilizing established procedures . Follow up on incoming / outgoing goods schedule to provide accurate and timely feedback to customers and the sales team. Responsible for purchasing some sundry items and managing discretionary expenditure through a Corporate Purchasing Card and coding through the Concur portal in line with the company policy. Maintain current documentation and files as per established procedures and policies. Provide regular progress updates to improve communication and engagement across the business. Liaison with Freight Providers to advise ETA’s or resolve issues as and when requ ired . Encourage new ways of thinking and working to achieve smarter outcomes. Promote and participate in FEM events and activities. Adheres to all established policies, procedures and the code of ethics. Other duties and tasks as assigned by the Operations Manager. EDUCATION and/or EXPERIENCE & QUALIFICATIONS Minimum 2 years of customer service / internal sales and / or Victaulic product knowledge. Must possess proficient software skills such as Microsoft Office – Word, Excel and Teams and knowledge of an ERP system, esp. SAP, Lawson M3 preferred. Must be goal oriented, reliable, self-motivated and able to multi-task effectively. Willing to be flexible within our working schedules and work occasional overtime. Ability to read and understand blueprint and schematic drawings and interpret technical manuals. Problem solver, hands on, flexible and willing to take initiative. Understands the benefit to working together as a team, good interpersonal skills and able to communicate with all levels of people. Experience in planning / buying activities Inventory management skills. Strong coordination and follow-up skills Can communicate fluently in the country language and in English. Customer Care Supervisor Core Competences: Customer Orientation Strives fully to meet the expectations and requirements of internal and external customers. Gathers information directly from the customer and uses this information to improve products and services. Acts with the customers in mind and begins and consolidates effective customer relations, earning their trust and respect. Problem solving Uses rigorous logic and methods to effectively solve difficult problems: keeps asking questions in the search for answers. Spots latent problems. Looks at the long-term effects of proposed solutions. Decision Making Makes right decisions at the right time, which are based on knowledge and good judgement. Can make decisions quickly, in some cases even on the basis of incomplete information or under heavy time pressure. Over time, most of his/her solutions and suggestions prove to have been correct and accura te. Communication Can communicate clearly and consistently in a wide range of communication styles. Can convey messages that have the desired effect. Project & Time Manag ement Monitors the progress of projects in a consistent way. Phases in logical steps and respects agreed deadlines. Gives timely feedback about the progress of the various projects. Is realistic in his/her planning and builds in evaluation moments/checkpoints. Demonstrates conscious time management. Respects budge ts. Stress Management Remains calm under pressure. Does not become defensive or irritated when things are going less than perfectly. Is regarded as mature. One can count on him/her to hold things together under difficult circumstances. Does not lose his/her equilibrium when something unexpected arises. Displays no frustration when he/she encounters resistance. Has a calming influence in a crisis situation . Chan ge Willingness to embrace change, both in business aspects as in the candidate´s personal growth, is essential .
