BizOps position description and selection criteria

Job title: Customer Service Manager

Reporting to: Managing Director, Retail Operations

Salary: Total package including base salary, superannuation, commissions or benefits:

$95,000 p.a.

Hours: Full-time permanent

Location: Head office

Purpose of the position

Plan, coordinate and control the activities of the customer service team to meet the needs of
customers, maintain and enhance customer relationships, and meet organisational and
operational objectives.

Develop procedures, establish standards and administer activities to assure accurate order
entry, efficient shipment tracking, and timely delivery of products to customers.

Responsibilities and duties

• Develop and implement customer service policies and procedures and oversee the
achievement and maintenance of agreed customer service levels and performance
standards.
• Develop processes to identify customer problems, requests and special needs, resolve
them effectively and within negotiated timelines, and handle complex and escalated
customer service issues.
• Analyse relevant data to determine customer service outputs.
• Coordinate and manage customer service projects and initiatives.
• Work closely with marketing and sales and production departments to reduce order cycle
times and improve fill rates while controlling the cost of serving customers.
• Evaluate and performance manage staff.

Key performance Indicators

• KPI 1: Ensure customer service policies and procedures are regularly reviewed and
maintained.
• KPI 2: Respond, or delegate responsibility, to ensure customer issues are dealt with
promptly, efficiently and satisfactorily to both the customer and BizOps.
• KPI 3: Review and maintain customer management systems.
• KPI 4: Ensure a range of customer service initiatives are developed and implemented
successfully.
• KPI 5: Work effectively with other departments an own staff to maintain efficient work
practices and competence.

© Aspire Training & Consulting

Page 1 of 2
Document date: June 2015
BizOps position description and selection criteria
Academic and trades qualifications

Essential Desirable

Relevant bachelor degree BSBCUS501 Manage quality customer service

BSBMGT516 Facilitate continuous improvement

Work experience and skills

Essential Desirable

Minimum three years customer service Customer service experience at team leader or
experience supervisory level

Personal qualities and behavioural traits

Essential Desirable

In-depth knowledge of customer service BizOps product knowledge

principles and practices

Leadership skills High personal standards

Excellent written and verbal skills

Excellent interpersonal skills, including the ability

to manage people from varied backgrounds;
handle conflict and pressure; empathy;
persuasion

Proficiency in CRM systems

Proficiency in MS Office applications

Self-management skills

Relationships

Personnel Purpose

Nancy Tooket: Managing Director, Retail Report directly to this person

Operations

Customer service staff Delegate and coordinate team activities, and

assess team and individual performance

© Aspire Training & Consulting

Page 2 of 2
Document date: June 2015