Customer Service Manager

The Company
IMCD is a leading distributor, formulatorand solutions provider in specialty chemicals and ingredients. We haveoperations in over 60 countries and as we grow, we keep our founders'entrepreneurial spirit intact, creating a world of opportunity. We are drivenby our five core values: partnership, freedom to act, entrepreneurship,integrity & trust, and financial discipline.

Due to an internal promotion, we have anexciting opportunity for a Customer Service Manager to lead our New Zealand CustomerService team.

About the Role
Reporting to the Finance & OperationsDirector- ANZ, you'll oversee and lead the Customer Service team, toconsistently exceed customer service expectations. Your focus will be onenhancing inter-departmental communication, fostering teamwork, and creating ahigh-performing team.

This role will see you:

• Lead, mentor, and motivate a small team of customer service representatives
  
• Drive department projects and change management initiatives
  
• Ensure key customer service processes are adopted and executed in agreed timeframes
  
• Develop and implement customer service strategies to enhance overall customer experience and retention.
  
• Provide an escalation pathway for the team
  
• Collaborate with other department heads to ensure seamless coordination and resolution of customer issues, including monthly reporting to the global leadership team
  
• Facilitate training and development of the CS team
  
• Working collaboratively with internal and external stakeholders
  
• With support from Melbourne, coordinate and assist in the day-to-day administrative tasks for the NZ office including functions, celebratory events, ordering office supplies
• Act as a point of contact for external visitors and handling ingoing and outgoing mail.

About you

Experience-Extensive experience in a similar role and industry is essential, with mediumto high proficiency in Microsoft Office and ERP systems.

A can-do attitude - our values are central to all that we do. You will go a long wayif you use your initiative and common sense, and are happy to roll yoursleeves up and support the customer service team with day to day activitieswhen required.

Resilient, able to multi-task and workunder pressure - No two days are the same. Wework at a fast pace, and often encounter tight deadlines. You will havedemonstrable experience in working to an excellent standard when underpressure, adapting to complex or challenging situations as they arise andbeing able to prioritise deadlines.

Well-developed communication skills - you will be communicating and building relationshipsacross all levels within IMCD.

Solutions-focused - You will be resourceful, able tounderstand and assess a situation quickly, and calmly identify andimplement solutions/ improvements.

Leadership-Mentor and manage team members to create a high-performing and cohesive team

In return you will:

• Join an inclusive, supportive and diverse team
  
• Enjoy working for an international fast growing company with a strong entrepreneurial culture
  
• Free onsite parking
  
• Additional benefits such as a KPI bonus scheme, fitness subsidy, salary continuance insurance and monthly on-site massages.