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.


About you:

  • 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


Benefits:

  • Salary from $100K plus superannuation and company car
  • ​Career development with global prospects
  • Supportive and collaborative management

  • Salary sacrifice fifth week of annual leave

  • Service recognition

  • 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

  • Onsite parking


Acerca de nosotros

The Volvo Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus and Volvo Penta.

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.

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