Customer Service Operations Lead

Leading the Customer Service team in delivering an outstanding customer experience. Working closely with Sales, Finance, Production, Warehousing and Operations teams, ensuring operational excellence across customer service, order management, invoicing, credits and returns.

Key responsibilities

Lead and develop the Customer Service team to deliver an exceptional customer experience

Manage end-to-end customer order management & fulfilment, ensuring efficient delivery and service outcomes

Partner with Sales, Production, Warehousing and Operations teams to align customer requirements with business priorities

Champion best-practice ways of working by supporting system enhancements, user adoption, training and continuous improvement initiatives

Influence business performance through reporting, insights and service excellence

Monitor KPIs, SLAs and operational performance metrics, using data and insights to drive decision-making, continuous improvement and business outcomes

Prioritise morning order drops ensuring warehouse efficiency

Liaise with wider commercial team to maximise sales with available stock and resources

Co-ordinate cross functionally with internal teams on customer/consumer quality issues and process quality queries including reports and returns/Warranty claims

Develop and optimise operational processes, systems and workflows

About you

Minimum 5 years leadership experience in Customer Service, Sales Support or related function

Experienced in ERP (preferably Pronto), CRM and customer portals

Proven experience leading and developing a team

Experience driving continuous improvement and change initiatives

Knowledge of operational systems

Demonstrable process improvement for efficiency and accuracy

Flexible with a sense of urgency and ability to multi-task and problem solve

Ability to build strong working relationships and communicate to all levels

Strong attention to detail and accuracy

Strong analytical, problem solving and decision making skills

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