Customer Experience and Administration Manager

• Full Time
• Application Closes 06 Feb 2025
• Otago - Queenstown
• Manager

We are seeking a proactive, organized and dynamic Customer Experience and Administration Manager to join our busy team at Bidfood Queenstown. The successful candidate will play a crucial role in ensuring a seamless and positive experience for our customers, overseeing all aspects of customer service and administrative functions. This individual will also manage day-to-day office operations, streamline processes, and collaborate closely with other teams to maintain operational efficiency and customer satisfaction.  

• Full-time position, Tuesday-Saturday
• Primarily office-based with some occasional involvement in operational areas of the business.
• Flexibility in working hours may be required during peak periods.

Key Responsibilities:

Customer Experience Management:

• Customer Service Oversight: Lead and manage the customer service team to provide exceptional service to customers, addressing inquiries, complaints, and feedback in a timely and professional manner.
• Customer Relationship Building: Develop and nurture long-term relationships with customers, ensuring their needs are met.
• Issue Resolution: Handle escalated customer issues, ensuring quick resolution and maintaining a positive brand reputation. Act as the main point of contact for any customer concerns that cannot be resolved by the customer service team.

Administrative & Operational Support:

• Office Administration: Manage general office functions, including coordinating internal and external communication, maintaining office supplies, and handling correspondence.
• Documentation & Reporting: Oversee administrative documentation such as order records, invoices, purchase orders, delivery schedules, and customer communications. Ensure accuracy and compliance with company policies and standards.
• Process Management: Develop and improve internal processes for handling customer inquiries, orders, complaints, and requests. Implement efficient workflows to support administrative and customer service functions.
• Data Entry: Ensure that customer data, order details, and other information are accurately entered into the company’s systems. 
• Team Support: Assist in training and mentoring the customer service and Administration team to ensure high performance and consistent service delivery. Provide ongoing support and guidance to staff in handling customer-related tasks and challenges.

Collaboration & Cross-Departmental Coordination:

• Cross-functional Collaboration: Work closely with the Warehouse, Distribution, Sales, and Procurement teams to ensure collaboration across departments.
• Reporting & Analysis: Prepare regular reports on customer service performance, customer satisfaction, and administrative tasks for senior management.

Qualifications:

• Experience in customer service, administration, or a similar role, preferably within the food distribution or logistics industry.
• Strong leadership experience, with the ability to manage and motivate a team.
• Excellent communication skills, both written and verbal.
• Proven ability to handle customer complaints and resolve conflicts effectively.
• Strong organizational and multitasking skills with attention to detail.
• Knowledge of office software.
• A problem-solving mindset with a proactive approach to improving processes and customer satisfaction.
• Ability to work under pressure in a fast-paced, deadline-driven environment.

Skills & Experience

Key Skills:

• Customer service management
• Administration and office operations
• Conflict resolution and problem solving
• Order processing and management
• Data entry and documentation
• Team leadership and staff development
• Cross-departmental collaboration
• Reporting and analysis
• Attention to detail and organizational skills