Jobs at Green Endeavour

Customer Service Manager | Brisbane

We have a current vacancy for a full-time Customer Service Manager to join the team, based in Brisbane.

As the Customer Service Manager, you will be at the forefront of our company ensuring that every customer interaction reflects our commitment to excellence, leading a dynamic team that serves as the face of our brands. Your role is pivotal to lead and inspire a team of customer service professionals to deliver exceptional service experiences, fostering customer satisfaction, loyalty, and brand advocacy. This role involves overseeing customer service operations, from team leadership and performance management to process improvement, cross-functional collaboration, and technology utilization. The aim is to support sales’ increase by placing orders, upselling, providing substitute recommendations, and ensuring accurate order fulfillment, all while optimizing customer interactions, driving continuous improvement, and cultivating a customer-centric culture.
This office-based role is in Rocklea, operating 5 days per week (Sunday through Thursday).

Benefits:

• Immediate start
• Penalty rates on weekends and public holidays
• Flexible work environment – 7 day a week business (Role is Sunday to Thursday)
• Be part of a tight-knit and supportive team.

Key responsibilities include but are not limited to:

• Develop, implement, and manage customer service policies and procedures to ensure alignment with company objectives and industry standards.
• Leverage technology such as ZOHO, ticketing software, and communication tools to streamline processes, gather customer insights, and improve service delivery.
• Build a motivated and cohesive team that works across both brands.
• Foster a customer-focused environment, leading by example and setting clear team goals to achieve high levels of customer service excellence and meet DIFOTQ.
• Place orders, provide substitute recommendations when customers’ first preferences are not available, and ensure accurate order fulfillment.
• Maintain an in-depth knowledge of our fresh produce offerings, including seasonal availability and best practices for storage and handling.
• Provide feedback and suggestions to management regarding customer preferences and trends.
• Assist with inventory management, including tracking stock levels and reporting discrepancies.
• Analyse metrics, identifying pain points, and implementing solutions, including but not limited to current CRM and phone systems.
• Generate reports and analyse data related to customer service performance, trends, and customer feedback to inform decision-making and identify areas for improvement.
• Manage the resolution of customer complaints and issues, ensuring customer satisfaction and retention by providing effective solutions in a timely manner.
• Manage the day-to-day operations of the customer service team, including hiring, training, coaching, and conducting performance evaluations to build a high-performing team.
• Set performance targets and KPIs for the customer service team and monitor performance against these targets. Provide regular feedback and coaching to help team members improve.
• Collaborate with various departments, including sales, marketing, buying and warehouse to ensure a seamless and cohesive customer experience across all touchpoints.
• Work with freight forwarders to book freight services on behalf of customers to ensure timely and accurate delivery of orders.
• In compliance with all WH&S and QA policies, adhering to safe work practices and escalating/reporting any issues as required.
• Completion of all relevant compliance requirements within given timeframes including: completion of all allocated SafetyCulture training sessions and inspection checklists; all Employment Hero related compliance requirements including document signing and policy acknowledgements, and completion of all IT / Cyber-related training modules (if applicable).
• Conduct regular 1×1 meetings with direct reports and record meeting notes appropriately.
• Accurately authorising timesheets and leave requests in Employment Hero. Following up where required.
• Day travel to Green Endeavour warehouses to meet with the customer service team members when required.
• Any other duties as required

What Will Make You Successful in This Role Qualifications, Skills & Experience:

• Strong leadership skills and a demonstrated ability to exercise influence at all levels of business.
• Demonstrate strong self-management skills including strong delegation, time management and organisational skills
• Effective communication and interpersonal skills that foster strong levels of collaboration and engagement across the organisation.
• 3 to 5+ years’ role experience
• Exceptional time management skills, with the ability to work independently and efficiently
• Demonstrate strong people leadership and management skills including coaching/developing others.
• Promote and support change management processes.
• Must be computer literate. Experience with Zoho, Phocas, Savvi or Fresh is advantageous
• Fruit & Vegetable industry and product knowledge is advantageous
• Tertiary education in business is desirable
• Be forward thinking and demonstrate strategic leadership.
• Team player.

Please submit a cover letter addressing some of the above responsibilities, your experiences with your resume to be considered for the role. To learn more about the role, lodge enquiries through our HR Manager via: people@greenendeavour.com.au