Customer Experience and Administration ManagerListed 4 days Ago Bidfood Transportation and Logistics 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-SaturdayPrimarily 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.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 & ExperienceKey Skills:
Administration and office operationsConflict resolution and problem solvingOrder processing and managementData entry and documentationTeam leadership and staff developmentReporting and analysisAttention to detail and organizational skills
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