Customer Care Team Leader - SDI Limited

Company

We are a Global Business leading the market with Australian made and owned dental restorative products, teeth whitening and small equipment. Founded in 1972, SDI products are now distributed in over 100 countries throughout the world. Our global head office and manufacturing plant is located in Melbourne with overseas branch offices and warehousing in the USA, Brazil and Germany.

The Customer Care Team Leader is responsible for:

• Providing day to day guidance and support to Customer Care team members
• Coaching/developing product knowledge and processes of the Customer Care team
• Conducting work in a safe manner and demonstrating a strong commitment to SDI's values of passion, accountability, respect, teamwork and innovation.
• Specific Responsibilities
• Performs competently all activities as outlined for Customer Care
• Solves problems for our customers and handles any customer escalation situations.
• Allocates resources and assigns tasks to ensure team KPI's are being met.
• Coaching/developing product knowledge and processes of the Customer Care team
• Monitoring Customer Care inbox and coordinating completion of work for team daily
• Conducting daily Customer Care Meeting to record mistakes and training opportunities
• Supports the Sales Administration Manager in the daily operation of the department to ensure service delivery standards are met and maintained.
• Trains the Customer Care Team
• Deals with Technical and Customer escalations
• Assists in preparing Government tenders
• Maintains Corporate ordering portals and catalogues
• Generates reports as required

Key Relationships (internal and external)

• Dental Surgeries
• SDI's Representatives
• Warehouse
• SDI Management

Job Environment

• The position is located at Itasca
• Working hours: 10 day fortnight
• Local, interstate and international travel as required.

Essential Qualification/ Experience

• Administration Experience
• Customer Service Experience
• SAP & Salesforce Experience is desired.

Essential Skills, Knowledge and Attributes

Personal Qualities

• Highly Self-Motivated
• Team Player

Knowledge and Skills

• Computer Knowledge
• Time management
• Appropriate phone manner

If you are interested in this role, plese click Apply, now!

• Providing day to day guidance and support to Customer Care team members
• Coaching/developing product knowledge and processes of the Customer Care team