Customer Service Manager (CSM) – Hallam, Victoria.

Our Purpose:

At Total Hardware, we’re here to assist our customers in deriving their business with superior customer service experiences. We deliver this by providing outstanding service, competitive pricing, and quality products to ensure the customer’s experiences with our company are professional and fulfilling.

Your Responsibilities:

In this role, the CSM will be responsible for leading the customer service team and processes to drive first-class service across customer experiences, outcomes, people, and operations, and alignment to the Total Hardware strategy. You will lead by example, dig in to lead, motivate, and empower the team to deliver on both experiences and performance expectations to ensure that the team is highly engaged, and our customers are incredibly well supported and satisfied.

Your Role:

• Lead and manage the customer service experiences of the national business with a “can do” attitude and deliver on-time mentality.
• Uplift the capability of the customer service team through effective leadership, management and delivery of outstanding customer service on a national basis.
• Ensure the customer service team is creating high-performance cultures within the business.
• Build staff engagement across the customer service, warehouse, and sales teams, ensuring all teams are aligned and understand their purpose and responsibilities to stay connected with the company strategy.
• Deliver prompt and accurate sales quotations for our customers and sales team while ensuring the consistent workflow of orders into the company’s national distribution centre.
• Engage and drive in conjunction with the technical director, the product training requirement of all customer service staff.
• Be a strong change ambassador, ensuring the company change is successfully adopted, well understood, and implemented.
• Advocate for the customers, staff, operations, and people's needs.

What you will bring:

• Prior experience (Min 5 Years) managing a customer service team, ideally with a vast number of SKUs in an industrial, trade-type business environment.
• Proven success in delivering operational and customer service leadership, driving improved customer experience outcomes across multiple channels and inquiry types.
• Ability to drive the capability of the customer service team in a high-change environment.
• Ability to build and maintain effective relationships at a regional, national, and management level.
• A growth, challenge, development, and delivery mindset.