Customer Services Manager

CameraMatics are seeking an experienced and dynamic Customer Services Manager to lead and manage our team of Customer Service and Sales Administration Team. The ideal candidate will have a proven track record in customer service management, with strong leadership skills, excellent organisational abilities, and the capacity to thrive in a fast-paced, time-sensitive environment. This role is critical in ensuring exceptional customer service, efficient sales order processing, and effective resolution of customer queries., Team Leadership and Development:

• Supervise, mentor, and develop a team of Customer Service Representatives.


• Assign tasks, monitor performance via KPIs, and provide regular feedback.


• Foster a positive and productive work environment.


Customer Service Excellence:

• Ensure the team delivers exceptional customer service and promptly addresses customer queries.


• Oversee the handling of general and low-level customer enquiries, ensuring escalation of complex queries to the appropriate teams.


• Implement and maintain customer service standards and policies.


Sales Documentation Management:

• Oversee the sales order processing to ensure accuracy and timeliness.


• Manage the preparation and maintenance of finance and contract documentation.


• Coordinate with the sales and finance teams to resolve any issues.


Operational Efficiency:

• Develop and optimise customer service and sales administration processes.


• Identify and implement process improvements to enhance efficiency and effectiveness.


• Ensure the team adheres to company policies and procedures.


Problem Solving and Decision Making:

• Address and resolve customer complaints and issues in a timely manner.


• Analyse data to identify trends and areas for improvement.


• Make informed decisions to improve service delivery and operational efficiency.


Reporting and Analysis:

• Prepare and present regular reports on customer service performance.


• Use data and metrics to assess team performance and customer satisfaction.


• Develop and implement action plans based on analysis.


Strategic Planning and Execution:

• Develop and execute customer service strategies aligned with company goals.


• Lead initiatives to enhance customer experience and loyalty.


• Work with senior management to align departmental goals with the company's strategic objectives.


Stakeholder Collaboration:

• Liaise with other departments to ensure seamless customer service operations.


• Communicate effectively with senior management, providing insights and recommendations.


• Build and maintain relationships with key clients and stakeholders.
  
  Minimum of 6 years in customer service or sales administration, with at least 4 years in a supervisory or managerial role.


• Familiarity with fleet management or mobile workforce operations.


• Proven track record of successfully implementing process improvements and customer service initiatives.


Skills:

• Strong leadership and team management skills.


• Exceptional attention to detail and accuracy.


• Excellent organisational and multitasking abilities.


• Effective problem-solving and decision-making skills.


• Ability to work under pressure and handle time-sensitive situations.


• Proactive approach to tasks and responsibilities.


• Strategic thinking and ability to align departmental goals with company objectives.


• Solid financial understanding linked to Invoicing, Leases, Pos and credits


• Strong communication and interpersonal skills.
  
  Competitive salary


• Performance based bonus/commission structure


• Pension Contribution


• Private Health Insurance


• Opportunities for career growth and advancement


• Hybrid working model


CameraMatics is firmly committed to Equal Employment Opportunity and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, colour, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications. While CameraMatics supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skill sets.