At WesTrac, we’re made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you’ve always wanted. More development opportunities, with WesTrac's own in house RTO - 50737, access to your own guided learning platform and a range of pathways to help you steer your career in the direction of your dreams. More diversity, with over 4,000 team members with a tonne of differences, united by our passion for building a better tomorrow. As an industry leader and employer of choice, we’re Made for More.

WesTrac is seeking an experienced leader to join our team in Tomago as a Customer Service Manager.

This role will see you driving continuous improvement in customer service delivery, ensuring alignment with WesTrac’s strategic objectives. You will monitor and report on key performance indicators, identifying opportunities for operational enhancements and sales grow to drive customer service excellence. Additionally, you will collaborate cross-functionally with internal stakeholders to streamline processes and improve overall customer satisfaction. As a champion of change, you will work closely with your team to implement innovative solutions and best practices in customer service.

If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we want to hear from you!

Key Responsibilities

• Provide mentoring and leadership to the Tomago Customer Service team
• Accountable for the effective operation of the Customer Service Centre including functions of parts interpretation, parts expediting, customer service, customer complaint resolution, relationship management, etc
• Identify and deliver improvement and automation initiatives across the customer service function through employing process improvement methodologies and the application of innovative thinking to improve the overall customer experience
• Monitor, report and analyse key trends in customer behaviour and develop and implement strategies that improve customer experience and increase customer loyalty
• Collaborate cross functionally to support achievement of business objectives

Skills and Experience

• Proven experience in customer service leadership, preferably in a high-volume or technical service environment
• Strong customer focus with the ability to identify customer needs and implement strategies to deliver an exceptional customer experience
• Ability to influence key stakeholders across different business functions
• Demonstrated ability to deliver service improvements aligned with strategic goals
• Strong analytical skills with ability to analyse trends and adjust processes to achieve business goals
• Previous experience implementing digital transformation projects
• Proven track record with process automation projects highly desirable
• A proactive, adaptable, and customer-centric mindset
• Formal qualifications in Business/Marketing/IT/Communications will be highly regarded
  
  

Benefits

• Fitness Passport for the whole family
• Annual Remuneration and performance review
• Generous relocation assistance for eligible candidates
• Income protection with 24/7 coverage
• 12 weeks paid parental leave (primary carer)
• Refer a friend program - work alongside your mates and receive up to $3000!
• Novated leasing options
• Purchased Leave program
• Opportunities for growth and development
• Employee Wellness Program
• Discounted private health insurance

Apply Now

If you believe you have the skills and experience to succeed in this role, please submit your resume for consideration via the link. For further information regarding this role, please contact our Recruitment Team on 1300 797 028 and reference job number 4279.

Successful applicants will be required to complete a satisfactory National Criminal History Check as part of the recruitment process.