Customer Service Manager, Service Market Logistics
Volvo Group Australia is currently seeking a dynamic people manager for the Customer Service Manager position with Group Trucks Operations (GTO) Service Market Logistics team. The primary focus of this role is to lead the inbound and outbound logistics and facilitate all transactional activity for the Mack, Volvo, UD and Volvo Penta dealer network within Australia and New Zealand. Manage and develop the Customer Service team and all related activities to ensure key performance targets are achieved with a focus on continuous improvement. This team is the primary interface for the dealer network, and the transport suppliers.
At Service Market Logistics, we develop, manage and optimise service parts availability and distribution securing customer uptime. Through our excellent operations, we provide world class services focussing on delivery precision, quality, continuous improvement, cost efficiency and synergies, delivering value all the way to our customers.
We are a global and diverse group with our footprint of 40 Distribution Centres worldwide. Together with all out passionate, engaged and highly skilled employees, we make our customers win. We in Service Market Logistics are proud to deliver, making a difference for people, every day.
About the role:
Lead, manage, support and develop the Customer Service team to ensure high levels of service to the dealer network.
Drive optimisation for Customer Service as it relates to GTO Service Market Logistics.
Ensure timely and accurate reporting of KPI’s, investigating and reporting on variances, working to correct any variances.
Build and maintain strong relationships with the dealer network.
Develop, recommend and implement improvements in the internal materials handling and administrative processes to improve customer service, productivity, lead time, quality and cost efficiency.
Support Volvo Production Systems (VPS) within all areas of the business.
Ensure the speed and accuracy of all aftermarket transactional activity such as dealer returns, core returns and invoicing, required by the Australian dealer network in managing their AORs.
Engage with service providers, transport suppliers and regulatory authorities.
Lead cross-functional work as an individual or in small teams depending on the size/scope of the initiative
Prepare process and value chain analysis to support problem solving and decision making.
A minimum of three years’ experience in logistics, customer service or dealer operations
Relevant tertiary qualifications
Leadership experience with a track record in developing and achieving business results
Strong business acumen and financial literacy
Demonstrated conceptual and analytical ability
Leadership and change management expertise
People management skills with high level of integrity, reliability and practicality.
Strong communication, negotiation and interpersonal skills
Strong analytical and business development skills
Understanding of operations, policy, planning and corporate governance
Ability to develop strong relationships with diverse stakeholders including government departments, industry and other stakeholders
Strong personal credibility and integrity
Proactive attitude in driving improvements with high energy having an inclusive approach and ability to create a high engagement
Highly developed planning and organisational skills
Significant project management experience
- Salary from $100K plus superannuation and company car
- Career development with global prospects
Supportive and collaborative management
Salary sacrifice fifth week of annual leave
Employee benefits and discounts from a large selection of retailers
Supportive and friendly team culture focused on quality and service
A strong commitment to safety
A dedicated health and wellbeing program
Discounted Private Health Insurance and Dental
Workplace Giving Program
Volvo Group Trucks Operations encompasses all production of the Group’s engines and transmissions, as well as all production of Volvo, Renault and Mack trucks. The organization is responsible for spare parts supplies to the Group's customers as well as for designing, operating and optimizing logistics and supply chain for all brands, production facilities and distribution centers where the Volvo Group operates. In Volvo Group Trucks Operations you will be part of a diverse team of highly skilled professionals who work with passion, trust and embrace change to stay ahead. We make our customers win.