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 achieved.
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 Centre’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 required.
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
accurate.
Communication
Can communicate clearly and consistently in a wide range of communication styles. Can convey
messages that have the desired effect.
Project & Time Management
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 budgets.
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.
Change
Willingness to embrace change, both in business aspects as in the candidate´s personal growth, is
essential.
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