Customer Service Manager overseeing daily operations at Coles Supermarkets. Taking pride in customer service and leading a team while driving sales and a safe environment.
About the role
- Supervisor managing a team to ensure customer service excellence in logistics operations. Engaging with vendors and implementing solutions for customer satisfaction and process improvement.
Responsibilities
- Active participate in implementation or Business Review with Existing or New customers to deliver Operational Excellence assurance and drive business growth/success.
- Continuously identify service gaps, make recommendations, and implement solutions to enhance customer satisfaction.
- Actively engage of local vendors/suppliers/stakeholders to seek solutions or value add to Customers. Including BCP in times of crisis.
- Develop and drive Vendor Logistics Program with the aim to grow local Revenue.
- Conduct periodic meetings with the team to ensure compliance with customers’ standards and requirements, daily process integrity and compliance from booking to Document issuance to PO creation.
- Execute established processes and audit measures.
- Periodic review of productivity, workforce, competitor benchmarking, and relevant KPIs.
- Actively engage with internal stakeholders (Finance, Service Quality, Operations, IT etc.) on process improvements/innovation.
- Review and suggest team organization structure, roles and responsibilities and performance targets for the team.
- Establish a culture of service excellence, flexibility and cost consciousness.
- Manage peak/off-peak resource allocation and drive inter – team / department workflow efficiency.
Requirements
- University Degree
- With a minimum 6 years working experience in the logistics industry and proven track record in Customer Service/Operations.
- In depth knowledge and experience of local Carrier, Forwarder, CFS and Documentation procedures and International Supply Chain flows.
- Track record in managing large accounts (complex business rules) and engaging MNC stakeholders.
- Highly data-driven and process-minded leader.
- Able to leverage technology or mobilize suitable stakeholders to implement solutions.
- Cross functional experience is highly preferred.
- International work experience is advantageous.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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