Customer Service Manager

The Role Covetrus is a global animal health technology and services company dedicated to advancing the world of veterinary medicine. The Provet team is part of Covetrus as the premier leading veterinary distributor in Australasia and has a long history of innovation, continuous improvement, and excellence in customer service to our vet and veterinary practice clients. We are currently looking for a customer service leader to join our Northgate (Brisbane) or Erskine Park (Sydney) team as Customer Service Manager in a newly created role. In this critical people leadership role, you will responsible for establishing efficient and balanced workflows which maximise efficiencies and produce high levels of service quality and customer satisfaction as well as supporting both individual development and growth, and team performance. Reporting to the Head of Customer Experience, ANZ, your primary responsibilities will include:

• Providing regular coaching and mentoring to a large, geographically dispersed team, supporting them to improve performance in their day-to-day interactions and processing of work.
• Supporting the team with escalated issues in relation to clients, systems, feedback, complaints, and other concerns.
• Supporting the team through key employee lifecycle milestones including recruitment, onboarding, induction and performance management.
• Driving and maximising strategic opportunities to support the continuous improvement in customer experience.
• Developing a strategy for driving inside sales opportunities in collaboration with the National Sales Manager.
• Setting goals, monitoring dashboards and performance benchmarks to ensure customer service performance aligns with overall organisational objectives.
• Review and assessment of performance dashboards quarterly against agreed KPI’s to ensure department wide accountability.
• Supporting future improvement opportunities and utilisation of Salesforce, Provet Connect, and other technologies which enhance the customer experience and create efficiencies.
• Analysis and interpretation of data to assist in decision making and tracking of trends/benchmarks.

About You To be successful you will have;

• Demonstrated experience leading a large customer service team, ideally within a product/logistics contact centre environment.
• Demonstrated examples of how your leadership has impacted customer service team success.
• Agility in your work style and an ability to be adept in navigating how to change and simplify complex work processes.
• Customer service acumen in setting the right KPI’s/metrics and ensuring these are accurately monitored.
• Experience in using CRM and the ability to analyse and interpret data from multiple data sources.
• Ability to effectively communicate with both external customers as an escalation point but also collaborate with key internal teams to ensure positive business outcomes.

Why Join Us? At Covetrus, we’re proud of our family friendly culture and respectful workplace. We embrace diversity in our workforce and encourage applications from like-minded persons from all walks of life. Covetrus team members are eligible to access a suite of fantastic benefits, to help them look after themselves, their family and their beloved pets. These include –

• Generous discounts on our range of animal health food & enrichment products.
• Access to Perkbox/Boost apps for discounts on everyday shopping & amazing health & wellbeing resources.
• Additional leave benefits – annual birthday leave, paid parental leave, & the option to purchase additional leave.
• Flexible hybrid work options & dog-friendly offices (select roles and locations).
• Free 24/7 access to our Employee Assistance Program.
• Reward & recognition through our bi-annual Values Awards and our Service Anniversary Awards.
• Professional development through our Leadership Development & Emerging Leadership courses.
• Access to annual flu vaccinations.
• Annual volunteer days.

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.