Customer Service Manager

About the role

Reporting to the Operations Managers (Vic) you will effectively lead and manage the Hardings Customer Service Team and overall Customer service function.

You will also be ensuring customer SLAs are achieved, managing performance metrics, risk management, financial planning, and people management.

What you'll do

• Efficient allocation, supervision, leadership, development of customer service team members

• Ensuring customer service team have the necessary skills to perform their work efficiently and that all team members are cross trained in all aspects of customer service functions

• Driving strong customer experience standards, achieving SLA's & KPI's to deliver successful outcomes

• Ensuring all customer orders are processed correctly in a timely manner to ensure warehouse cut-off times are met to allow the warehouses to operate efficiently

• Liaising with suppliers and other internal and external parties regarding charge throughs; stock allocations and special event ordering requirements

• Development and preparation of key performance indicators for the department as well as preparation of monthly management reports

• Management of customer claims to ensure fast and efficient resolution

• Management of the liaison between Trade suppliers and customer groups and ensuring resolution of issues

What you'll bring

• High volume call centre experience

• Experience dealing with difficult stakeholders

• Proven involvement in leading and developing teams

• Strong attention to detail with the ability to challenge the status quo and improve process and procedures

• Ability to work as part of a team and foster positive key stakeholder relationships

• Previous experience in a trade environment and associated products (beneficial but not essential)

What we can offer you

• An extra week of annual leave each year after 12 months of service

• Training and Development

• We're BIG on flexible working and will consider flexible working arrangements

About Us

Built upon a foundation of old-school values since opening for business in 1958, Hardings Hardware is a leading choice for builders and renovators.

Our commitment to stocking the best brands at the lowest prices is renowned throughout the trade and matched by a commitment to providing exemplary customer service and product advice in everything we do.

Hardings Hardware service and deliver from its network of eight locations in Sydney, Melbourne, Brisbane and Adelaide with an extensive range of Cooking appliances, hot water, heating, Bathroom and Laundry fittings, door furniture and Building materials.

Hardings Hardware is a wholly owned entity of Metcash Limited.

If you feel you have what it takes to join us and build your career, we want to hear from you!