Helpdesk Operator - Gaming

Customer Service Team Leader

Based in Derwent Park Lead a small team About Us Plasdene Glass-Pak is an Australian-owned, robust family business, and a major importer and wholesale distributor of glass and plastic packaging materials (bottles, jars, containers and closures) for supply to the food, beverage, pharmaceutical, health care, wine, oil, spirit, industrial, agricultural, pet care, personal care and cosmetic sectors. We have seven Packaging Plaza Showrooms and Distribution Centres across Australia in every capital city, an unparalleled local and imported product range mix, and customers as far reaching as NZ, Asia, UK, Europe, US and Canada. In addition to our extensive in-stock range, we also offer global sourcing and custom packaging including new mould development solutions worthy of top shelf exposure. About The Role Our Customer Service Team is highly valued and is critical for the continuing growth of our business. Located in Derwent Park, reporting to the State Sales Manager, you will be instrumental in providing strong leadership to your small team. You will contribute to our ongoing growth strategy through the proactive management of customer accounts, the identification of new business opportunities, and ensuring customer retention by maintaining our strong track record in supply and service level performance. Key Accountabilities Monitor customer sales order progress and ensure that the team and customers are kept fully informed regarding any supply issues Ensure customer retention by maintaining a strong track record in supply and service level performance Monitor customer satisfaction and that any customer complaints, debtor or other issues are resolved in an appropriate and timely manner Identification of sales opportunities and engage in collective problem solving to ensure profitable outcomes In conjunction with the State Sales Manager, coordinate a program to take proactive recovery of lost accounts Build and maintain customer relationships to contribute to the development and achievement of portfolio growth and customer retention strategies Regularly analyse sales reports and implement remedial action to ensure profitability Enforcement of processes relating to customer service and warehouse operations Active participation to ensure the team completes workload and achieves required targets Prompt and efficient processing of customer orders and timely follow up to meet specified delivery dates Assist customers in the showroom and engage in face-to-face selling and maintain showroom displays Field new enquiries Price and quote on customer requirements within agreed parameters Maintain customer accounts within credit limits Investigate price discrepancies and take appropriate remedial action About You The successful candidate will have a demonstrated track record in leading and mentoring an engaged team in a busy customer service environment, together with A proven track record in a similar customer service and sales role Excellent planning and organisational skills, and ability to prioritise a number of competing tasks Proven ability to understand customer requirements and identify and maximise sales opportunities Conflict resolution, problem solving and organisational skills Proven ability to improve workflows and internal processes, enhancing the level of customer service excellence Strong telephone and computer skills Experience with SAP, although not essential, would be advantageous Ability to manage customer enquiries both over the phone and face-to-face Flexibility to multi-task and work unsupervised and as part of a team Maturity and a sense of urgency High attention to detail and accuracy Excellent interpersonal and communication skills, both written and verbal Self-motivation and high levels of energy and enthusiasm If you are seeking a fantastic opportunity to join an industry leader, believe in the importance of delivering exceptional customer service and are able to motivate and inspire a great team, then we would love to hear from you Interested? Send us your CV and cover letter by simply clicking the Apply button. Only shortlisted candidates will be contacted. Recruitment Agency Statement Recruitment for this position will be managed in-house and we respectfully request that recruitment agencies refrain from submitting applications for this role.