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Customer Experience Manager

Patties Foods - Mentone, VIC

Customer Service & Call Centre
Source: uWorkin


Full Job Description
The business

As a well-recognised and highly respected food manufacturer, with an emphasis on innovative thinking, Patties Foods is an Australian success story. Our values of courage, trust, integrity, and ownership reflect our origin as a proudly local company and have contributed to the foundation for international growth. Patties Foods' brands have become household names across the nation, but to make our great brands happen, we need great people.

The opportunity

We currently have an exciting opportunity for a passionate Customer Experience Manager to join our Customer Experience team, located in Mentone. You will be responsible for overseeing our fantastic, hard-working customer experience team and utilising outstanding communication, techniques and technology to enhance engagement and drive sales growth. With your enthusiasm for customer service, you will create a positive and memorable experience for all our valued customers & consumers!

Reporting to Group Quality Assurance Manager, your key responsibilities are:

Oversee the hiring, orienting, and training of the Customer Experience team
Hands-on sales administration, order processing, consumer complaints handling and customer master data set-up
Define and implement standards/procedures for ensuring the optimal customer experience
Utilise social media platforms to reach out to customers to help resolve issues and provide quick responses to enquiries
Lead the team, providing coaching & guidance to all team members
Liaise with internal departments to ensure delivery of high-quality products and service
Prepare and manage annual budgets to achieve agreed goals
Conduct studies and research to discover new techniques necessary for improving customer experience

You will have a passion for providing outstanding customer experiences in every interaction. A strong work ethic and a passion to grow and develop in the role is important, as well as the initiative to continuously improve consumer experiences with Patties. Your collaborative approach, empathetic nature, and strong problem-solving skills will ensure your success in the role.

You will have significant experience in customer service and the management of a team. Your adaptable working style, strong analytical skills and confidence in learning new systems will be highly beneficial. The role will require occasional regional travel.

If this sounds like you, please submit your CV and a cover letter by Friday 9 July 2021.

We do not accept unsolicited resumes from employment agencies.
No fee of any type will be paid in the event we hire a candidate whose resume is submitted by an employment agency to any of our employees without a valid written recruitment agreement.
Such resumes shall be deemed the sole property of Patties Foods.

Applications Close: 09 Jul 2021