Job Description

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Customer Services Team Lead

Advertiser: Ballance Agri-NutrientsMore jobs from this company

Job Information

Job Listing Date
7 Nov 2019
Waikato, Hamilton
Work Type
Full Time
Call Centre & Customer Service, Supervisors/Team Leaders
Company description:

Ballance Agri-Nutrients is a New Zealand farmer-owned co-operative that helps its customers to farm more productively, profitably and sustainably.

Job description:

Ballance Agri-Nutrients' vision is to be New Zealand's recognised expert in ag-nutrient advice, supply and sustainable farm management. Our subsidiary Seales Winslow offers farmers advice and high quality, proven animal feed and nutrition products to boost on-farm productivity. Our Customer Experience team work with colleagues, suppliers and customers alike to build valuable relationships for the ultimate customer experience.

The Team Leader role is responsible for ensuring service levels are met in line with customer KPIs / SLAs. The position is responsible for the successful management of our small but highly talented Customer Service s who are situated nationally. Supporting a highly engaged team culture while collaborating effectively across all business units is equally important.

Responsibilities include:
• Performing the Customer Service role as and when required during busy periods
• 1st point of escalation for Customer Services and the voice of that team in the business
• Develop, review and monitor team KPIs
• Review current processes to ensure they are suitable to meet future requirements.
• Develop / implement continuous improvement customer service processes, tools and resources.
• Develop, train, mentor and recruit Customer Service personnel and capabilities nationally as required.
• Develop and measure a high-performance service culture measuring our Customer Service experience.
• Develop an outbound calling plan and measures in conjunction with others.

The Person:
• A proven track record of successfully managing Customer Service teams at a national level, ideally remotely.
• Solid track record in a wide range of computer systems and software, but specifically ERP and phone systems.
• Highly developed and effective communication skills, both written and verbal.
• Strong customer focus anticipating and meeting the needs of internal and external customers; actively seeks and values customer input and with a focus on detail.
• Proven track record in managing client relationships and liaising with both internal and external stakeholders.
• Highly collaborative problem solving approach defined by a history of successfully implemented solutions.
• Infrequent, planned travel required from time to time, both day trips and overnight
• An effective planner, prioritises team workload efficiently and confidently, maximising team output

If this sounds like you and you already have a legal right to work in New Zealand, then we'd love to hear from you.

In return for your passion and commitment, a competitive salary and personal development is offered. The current role offered is Morrinsville based.

Applications Close 1 December 2019

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