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The Customer Service Manager is a leadership role that will oversee the customer experience of both internal and external customers of the cement business. The role will ensure high levels of customer satisfaction through excellent service. This role involves managing the customer service and allocations teams nationally and developing policies and procedures and implementing strategies to improve service delivery.

The Customer Service Manager will act as a key liaison between customers and the delivery operations for Boral Cement, fostering relationships that enhance customer loyalty and retention. The role ensures the Management of Contact Centre resources to provide the first point of customer contact, enhance business sustainability and build a culture of engagement.  The primary business focus is customer service delivery before and during the customer journey.

Your day will involve:

• Recruit, train, and mentor allocations and customer service representatives, ensuring a positive and productive customer facing team environment.
• Set performance goals and conduct regular performance evaluations to meet these goals including ongoing monitoring of customer service KPIs and service metrics.
• Workforce planning and support to fleet scheduling where required.
• Handle escalated customer complaints with professionalism, ensuring all inquiries and issues are resolved promptly and effectively.
• Develop and implement strategies for ongoing customer engagement and satisfaction, creating customer centric relationships with Internal and External customers.
• Drive continued improvement in service levels through efficiencies and systems upgrades, whilst maintaining premium service aligned with Boral Brand Values.
• Continually monitor progress of deliveries and ensure customers are contacted if delays are imminent.
• Manage allocation of Cement fleet to ensure resources are shared and truck utilisation is maximised.
• Monitor network stocks to ensure service to customers is met.
• Manage reallocation of work during breakdown situations at the plant or on the customer’s site.
• Prepare and present regular reports to senior management on customer service metrics as well as actions and accountability around delivery.

What are we looking for?

• Demonstrated Customer Management Experience for an industrial business
• Previous Construction Industry or Logistics Experience highly regarded
• Project management experience with a continuous improvement mindset
• Outcomes focused and forward thinking with the ability to lead and embed change

What’s on offer?

• Earn a competitive base salary reflective of your skills and experience
• Embark on genuine career opportunities within Boral Australia
• Enjoy free on-site parking at our sites and head offices
• Access to the Skill Build, an online learning L&D platform that provides access to resources for your personal and professional growth
• Access a variety of support networks including the Boral Employee Assistance Program
• Generous parental leave options & opportunity to purchase additional leave
• We are Australian-owned and operated.

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