Limitless potential.
Customer Service Manager
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Location Rowville, Australia
- Category Sales/Business Development
- Job ID R25_0000011591
- Date posted 05/06/2025
- Brand GPC Asia Pacific (APAC)
- Status Full time
- Job Type On-Site
As Customer Experience Manager you play a vital role leading our customer service team trans-Tasman with a focus on our Network and Retail channel.
You have strong internal cross-functional relationships both at a support office level as well as in the network. Leading a highly energetic team you provide leadership, coaching and accountability of all direct reports ensuring we are optimizing productivity, and the team are delivering first class customer service.
Leveraging technology, you will lead and drive accountability of the team through close KPI and performance-based metrics and ensure compliance to SLA business commitments. Critical to the success in this role is a high performing team that through lived experiences can offer solutions that drive improved customer experiences.
What will you do:
- Ensure we meet or exceed the agreed Service Level Agreements of the business.
- Leveraging technology, develop customer service KPI’s that ensure all team members are optimizing their productivity and delivering best in class customer service.
- Be the drivers of our internal REACH and Service Awards program ensuring all awards and certificates go out on time each month, quarter, and year.
- Using technology, such as Zendesk, to drive accountability of internal stakeholder teams they deliver exceptional customer experiences.
- Managing both store and non-store stocktakes ensuring all internal and external requirements are met.
- Work closely with the Customer Service Manager – Trade ensuring the entire customer service team is delivering a first-class customer experience for our three key customer groups being our Network, Trade and Retail.
About you:
- Have previous experience managing within a call centre environment
- Possess experience leading a high energy team of 10-20
- Systems experience using Zendesk
- Outstanding communication skills
- Problem solver with the ability to think on your feet
Looking after you:
We are committed to ensuring our people are well looked after. In addition to a rewarding and challenging career, we will provide:
- Staff discounts across the GPC Asia Pacific group of Companies
- Private health insurance discounts
- Employee assistance program
- A highly safety conscious work environment
- We proactively support our working parents in a variety of meaningful ways, and our parental leave top-up allowance is one of the ways we do this
- Paid volunteer leave allowing you to give back to your chosen charity/community organisation
GPC Asia Pacific
Movement is in our DNA. We are GPC Asia Pacific: one of the largest industrial and automotive aftermarket parts and service suppliers in Australia, New Zealand and South East Asia. Our iconic brands include Repco, NAPA, McLeod Accessories and Motion Industries.
Yet we are more than just a parts and service company. We propel people forward.
With over 8000 team members in Asia Pacific, and 60k+ globally, being part of Genuine Parts Company won’t leave you standing still. Reach is key to our success. Learn more about our business online at www.gpcasiapac.com
Send your CV to our Careers Team by clicking APPLY!
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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.
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Benefits We offer comprehensive benefit plans and programs designed to support your health and wellness, provide income protection and build financial security for your retirement.
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Career Areas New opportunities await you at Genuine Parts Company. Discover a career where you and your talents can truly thrive. Learn more about available opportunities.
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Culture Our teammates are at the heart of everything we do. We are united by a shared commitment to our purpose: We Keep the World Moving.
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About GPC We are a global service organization engaged in the distribution of automotive and industrial replacement parts. Our vast global supply chain includes more than 10,700 locations across 17 countries.
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Military GPC has a legacy of supporting veterans, reservists and transitioning military to help them have impactful civilian careers.
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Students and Graduates We have many exciting opportunities with our GPC and NAPA teams for undergraduate and graduate students to gain first-hand experience working in the corporate world.
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Global Technology Center Located in Krakow, Poland, the GPC Global Technology Center (GTC) is the research and development hub for GPC’s digital transformation efforts.
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Technology As GPC grows around the world, our teams are developing advanced technologies and solutions that enhance our capabilities and improve the customer experience.
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NAPA We are America’s largest network of automotive parts and care, with nearly 6,000 auto parts stores, more than 16,000 auto care and collision centers and approximately 800,000 available parts.
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Motion As a leading industrial distributor, we offer access to more than 19 million parts and supplies to help MRO (maintenance, repair and operations) and OEM (original equipment manufacturer) customers.
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