CUSTOMER SERVICE MANAGER - Start Immediately

THE COMPANY

The Woodhouse Timber Company is an Australian-owned and established business that services the Queensland, New South Wales, ACT, Victorian, South Australian and Western Australian markets with premium building products.

Operating under an exclusive wholesale supply chain model, Woodhouse distributes its product ranges through a recognised network of Building Material and Hardware Merchants; Home Centre Outlets; and Truss and Wall frame manufacturers.

Our range includes Structural and Decorative Remanufactured Plantation Pine products for internal and external building projects and applications.

We currently have a full-time position available for a Customer Service Manager, based in Darra, Queensland.

KEY PURPOSE:

This role is responsible for managing and controlling Woodhouse Timber Company’s customer service hub, and mentoring, empowering and developing the customer service hub team members.

A key focus of this role is to support the execution of Woodhouse’s vision:

“We are fast, flexible and frequent, providing customers with quality products and service, futureproofing our business”. 

This hands-on role will be directly responsible for the entire customer service hub including all necessary procedures and processes and supports a customer reliability rate of 95%.  A significant emphasis must be placed on providing our customers with superior service and collaborating with the operations team to deliver 98.5% of customer orders, on time and in full, within 24 hours. 

This role and this Position Description should be read in conjunction with the Customer Service Team Leader and the Customer Service & Internal Sales Officer Position Descriptions.

SPECIFIC DUTIES AND RESPONSIBILITIES:

• Manage, develop and empower members of the Customer Service Hub to ensure compliance with the Company’s policies and pillars;
• Comply with Woodhouse Health and Safety Handbook and Manual;
• Ensure the Customer Service Hub is the first point of contact for all incoming calls and emails (customers, external and internal stakeholders) professionally and courteously;
• Build sustainable relationships with customers both external and internal through the provision of accurate and informative information;
• Actively engage end-to-end continuous improvements in the supply chain both physical process and systems to improve customer, operations and sales excellence outcomes. 
• Oversee the management and approval of transport invoices and costs;
• Oversee the Customer Service Hub as it receives and handles inbound calls from customers and or Woodhouse staff. Enquiries about product information, stock levels, ‘how to’ information on Woodhouse processes (credit claims), sales quotes, assist with customer satisfaction-related issues, cross-selling or up-sell (where appropriate) to the customer to purchase or recommend suitable alternatives if preferred product is unavailable - liaise with customers, Operations or Sales teams as required;
• Responsible for the entire process behind customer orders. EDI checks, stock adjustments, uploads, downloads and invoicing;
• Identify customer needs, clarify information, research every issue and provide solutions;
• Complete relevant documentation as required, maintain an accurate record-keeping system, prepare data, reports and documentation and analyse information/results;
• Keep records of all incoming calls in a comprehensible way, create a plan to minimise customer enquiries; 
• Oversee all Bunnings Direct Shipment Orders;
• Oversee and manage stock received – including the landed costs process;
• Maintains & improves quality results by adhering to standards & guidelines, recommending and implementing improved procedures/processes where required;
• Possess a comprehensive understanding of Warehouse Management Systems;
• Maintain effective and efficient work processes and procedures;
• Remain aware and knowledgeable of promotional programs, competitive products and marketing practices;
• Attend product training sessions and learn product details and key selling points of products.
• Meeting deadlines and KPIs;
• Involvement in conducting Feedback sessions with Account Managers and Customers to enable improvement of the provision of services;
• Maintain and respect privacy and confidentiality of information that may become privy to in this position;
• Coach, train and develop Customer Service / Internal Sales Officers to preserve and grow a positive Customer Service culture; and
• Other miscellaneous office tasks.

QUALIFICATIONS / KEY SKILLS / COMPETENCIES / ATTRIBUTES:

• Administration & Sales experience essential;
• Possess exceptional customer service skills;
• Highly developed interpersonal skills;
• Intermediate computer literacy (MS Office Suite);
• Prior experience WMS & ERP’s – NetSuite & HighJump highly desirable, although not essential.
• Exceptional verbal and written communication skills;
• Motivated with the ability to work without direct supervision;
• Strong attention to detail; 
• Analytical skills, to review, recommend and implement changes to processes and procedures gained from insights/feedback/data from customers; and
• Ability to multi-task, set priorities and manage time effectively.

WORKING RELATIONSHIPS:

• Role directly reports to the General Manager - Operational Excellence;
• Operations Team;
• Commercial Team;
• Finance & IT Team; and
• HR team.

TRAVEL:

• Travel to other sites may be required on an ad hoc basis.  
• Travel to customer stores may be required

EMPLOYEE BENEFITS

• Birthday or Appointment Leave, compliments of Woodhouse;
• Company uniforms provided;
• Employee Assistance and Wellbeing program;
• Private Health Insurance discount (with Bupa);
• Regular functions (i.e. Staff Monthly lunches, mid/end year parties) compliments of Woodhouse;
• Supportive friendly culture and environment; and
• Opportunity for training and career development.

Woodhouse embraces and values equity, inclusion and diversity, along with our strong commitment to Safety.

If you are looking for the next step in your career and want to work for a company where you are genuinely appreciated and supported apply now!

Please note only those candidates successfully shortlisted will be contacted.

No recruitment agency applications, please.