Customer Service Manager

Benefits

Additional Information

207 Bannister Road Canning Vale Western Australia 6155 About Us. We're Here to Move the World Forward. Valmont impacts millions of people around the world every day, yet they might not realize the many ways. Our technology is helping feed the growing population, supplying the world with more reliable energy and access to renewables, enhancing connectivity in remote and urban locations to create a sustainable future and so much more. Simply put, Valmont is advancing agricultural productivity and reimagining vital infrastructure to make life better. This role is responsible for leading and managing the customer service team to deliver exceptional service to both internal and external customers. This role ensures seamless coordination between sales, operations, and other departments to enhance customer satisfaction, drive business growth, and support operational efficiency across all sites. JOB RESPONSIBILITIES (Primary areas of task or activity for which the role is held accountable in line with Valmonts Values) Lead and oversee the customer service team in WA, ensuring efficient management of customer inquiries, orders, and issue resolution from RFQ to order release. Develop and maintain strong relationships with key customers and internal stakeholders in WA to ensure high levels of customer satisfaction and repeat business. Collaborate with external sales, account managers, manufacturing, logistics, and finance teams to guarantee smooth order processing and timely fulfilment. Monitor customer interactions and data within CRM system (Phocas, QAD) to maintain accurate records and inform sales and service strategies. Address complex customer complaints and resolve issues promptly, escalating where necessary to maintain customer trust and loyalty. Drive continuous improvement initiatives focused on enhancing customer experience and operational effectiveness within the customer service function. Ensure compliance with relevant regulatory requirements and company policies, promoting adherence to quality and service standards. Support sales activities through lead generation, follow-up, and providing customer insights to facilitate targeted sales strategies. Foster a collaborative and motivated team environment, providing coaching, training, and performance management to develop staff capabilities. Prepare and present customer service performance reports and insights to senior management to inform strategic decision-making. Collaborate with regional and national teams to align customer service objectives and share best practices, ensuring consistency and continuous improvement Manage customer service-related key performance indicators (KPIs) and service level agreements (SLAs) at the Canning Vale site, regularly reviewing performance data to identify trends and implement corrective actions as needed. Qualifications / Functional Competencies Proficiency in Microsoft Office Suite and CRM software (Phocas, QAD), with a solid understanding of quality assurance and sales support systems. Strong interpersonal and communication skills, capable of engaging effectively with customers and internal stakeholders at all levels. Excellent problem-solving and negotiation abilities, with a focus on meeting customer needs and resolving conflicts. Ability to analyse customer data and feedback to drive continuous improvement and service excellence. Demonstrated leadership skills with experience managing teams and fostering a positive, results-oriented work environment. Work Experience Proven success in delivering superior customer service in a complex, multi-stakeholder environment. Experience managing customer service operations or teams within sales-driven organisations, preferably in manufacturing, distribution, or related industries. Demonstrated ability to coordinate order processing, supply, and delivery aligned with customer expectations. Track record of driving process improvements and resolving customer issues efficiently. Experience working collaboratively with cross-functional teams to support sales and operational goals. Join a Fortune 1000 company that respects hard work, honours diversity and invests in our employees as we focus on creating the world of tomorrow, today. We are the modern workforce . Are you ready to move the world forward? Apply now. All successful applicants will be required to undergo pre-employment checks including a medical. Valmont is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, creed, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran status, disability or any other characteristic protected under applicable law.