National Customer Service (Standards) Manager - Sydney

Greystanes NSW, Australia

Type: Permanent

Category: Other - Other

Reference ID: RC000970

Date Posted: 26/11/2018

  • Challenging and rewarding opportunity
  • Opportunity to make an impact
  • Lead and implement various new projects

About us.

Hitachi Construction Machinery (Australia) Pty Ltd, is a leading distributor of construction and mining equipment. With a solid network of branches nationally, we service a multitude of customers, including mining, construction, quarry and forestry with quality equipment and after sales support.

About the Role

We are seeking to appoint a newly created position to implement a sustainable customer service standards program. The National Customer Service (Standards) Manager will develop and drive our internal processes to further enhance the company’s customer service strategy. If you thrive on challenges, this new career opportunity will require you to seek customer feedback, develop, implement and lead a customer focused strategy across the organisation. Based at our Pemulwuy office and reporting to the GM of Shared Services, you would also be responsible for the following:

  • Review and utilize online technologies to implement latest tracking of customer feedback.
  • Implement a set of standards with the aim to achieve an expected quality and consistency of customer service.
  • Analyse customer feedback and discuss outcomes with management for areas of improvement.
  • Oversee the development of our Customer Service training packages and ensure effective take up.
  • Review annual employee survey result and liaise with Branches to offer assistance with internal customer service initiatives.
  • Assist branches with customer feedback investigations and review recommended changes.
  • Monitor performance with relevant and practical customer metrics.

About You

You are a results driven individual with exceptional engagement skills and the ability to use technology to initiate, recommend and plan our customer engagement strategies. You would also possess these skills:  

  • Previous experience in a customer service management role in a medium to large multi-branch organisation.
  • Strong leadership and management skills with the ability to build effective partnerships with various stakeholders within the business.
  • Ability to manage and deliver multiple projects in a timely manner.
  • Professional communication skills with the ability to influence change.
  • Excellent Microsoft suite skills to produce meaningful presentations and report on results. 

 On Offer

With long term career paths and personal development opportunities, Hitachi offers a challenging yet rewarding environment for all its employees. Along with this, HCA also offers:

  • A competitive base salary
  • Supportive management team
  • A culture based on recognition of effort