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| POSITION DESCRIPTION | AUSTRALIAN GENERAL INDUSTRY NOVEMBER 2008 |
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Customer Support/Service Manager |
| Position Code: | 1710 | | Career Level: | 4 |
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Responsible for
Controlling Customer Service/Support activities in a large region or state, achieving customer service and financial objectives. In larger organisations may be accountable for all Customer Service/Support activities in a small branch. |
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Reports To
Regional Customer Service/Support Manager, Branch/State Customer Service/Support Manager or State Manager, depending on company structure. |
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Supervises
All customer service/support staff across the complete product range. Day to day supervision may be exercised through team leaders. |
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Main Activities
Coordinating customer service/post sales support.
Managing customer problems to predetermined standards.
Recruiting and training customer service/support staff.
Ensuring timely introduction of new product/features to customers.
Preparing budgets and projections.
Initiating and managing process improvements.
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Key Skills
Excellent product knowledge.
Developed skills in customer liaison.
Advanced verbal and written communication skills to explain complex information to all levels of staff and customers.
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Internal Contacts
State or Regional Sales and Marketing management, Operations and Logistics Managers, Systems and Software Development staff. |
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External Contacts
Customers at all levels, prospects, distributors, parts suppliers, and sub-contractors. |
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Typical Experience
At least 7-10 years experience in customer service and extensive technical training and product service experience. |
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