Customer Service Operations Lead

About the role

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