My client is a market leader in the health and safety sector – providing an extensive range of products and services to a broad range of customers throughout New Zealand. Committed to quality, innovation and great customer service, the business has enjoyed impressive growth – with ongoing plans for expansion and business improvement into 2025 and beyond.Here's an exceptional opportunity for a talented Customer Service Manager with expertise in implementing new processes, integrating business units, coaching staff and driving every part of the customer experience. This role will appeal to a true customer champion - those with a track record of achievement in fast-paced environments, where internal and internal stakeholder collaboration and exceptional leadership have been at the forefront.About the role:Reporting directly to the Managing Director, you will conduct an immediate review of the current Customer Service operation, systems and processes across the national business (including internal head office customer service capability and national branches) - in order to drive transformational change.Collaborate with the senior leadership team to understand business drivers, customer expectations and prioritise projects to deliver an exceptional customer experience – encompassing phone-based customer service, face to face showroom interactions and web-based ordering/enquiries.Make an immediate impact on the business by onboarding and coaching your own team of customer service experts, along with reviewing current team performance and implementing ongoing training and development.Drive improvements to customer ordering, processing of invoices, back orders, order ETA's etc.Improve customer service quality results by conducting surveys and studying evaluating and redesigning processes.Audit customer service procedures and trends and determine ongoing improvements.Provide insights from customer data to the sales and marketing teams.About you:You are an experienced Customer Service Manager with a track record of success in a similar role.You have proven experience in bringing about change – implementing new processes, driving performance and delivering tangible results.You're a dynamic leader with a passion for understanding both the company and the customer's needs, utilising your experience to champion both.You love to inspire and motivate your people, navigating the balance between a firm and supportive management style.You are au fait with the entire mix of the customer experience – phone based, face to face and website interaction.You're an advocate for driving the optimal use of technology – in particular, the CRM system and website.You're a very strong communicator with the desire to operate as a key part of the leadership team.The ability to travel to branches across New Zealand as required is essential.Benefits:This is a smart career move for a dynamic, relationship driven Customer Service Manager with a passion for transformational change and process implementation.Reporting in to an innovative and high energy Managing Director, you'll have the opportunity to make a significant impact on the business as part of the senior leadership team.On offer is a package which will be designed to attract our ideal candidate, negotiable on experience.To apply:Contact Jo Wilson, Managing Director at Gunn on (021) 560-981 or apply now with your CV and I will contact you.Please note: Applications will only be accepted from candidates who are residents of New Zealand.
#J-18808-Ljbffr