Share this Job

CX Specialist (On-Site)

Date:  Jul 1, 2022
Location: 

Derrimut, VIC, AU, 3030

Company:  Vista

We’ve made the 2022 Australian Financial Review (AFR) Best Places To Work list for Manufacturing and Consumer Goods, and been awarded the winner for Employee Experience!  Check it out here!

 

Your New Role

Do you live and breathe improving customer experience? Do you like being in the action? Where the rubber hits the road? Are you good at connecting people and resolving problems? Thinking big picture and crunching the data?  

In this role, customer experience gets very real and is brought to life with real products made according to customer’s personalisation in the manufacturing plant and delivered to their door. This is a pivotal role, acting as the main contact point, between the Melbourne manufacturing facility, third party fulfillers and customer contact centres to deliver on our high expectations to customers.     

 

This position holder will advocate for customers in manufacturing, by providing strategic support and direction. You will partner with manufacturing and our customer service teams, forging and maintaining strong relationships between the departments, streamlining communications and operations, whilst working together to mitigate customer impacting issues and improve the end-to-end customer experience.  

 

As part of the role, you will be responsible for coordinating and executing customer remediation activities, including owning the reporting requirements and managing communications between departments to ensure all stakeholders are informed of emerging issues. As the go to person for our manufacturing sites, you will be able to jump on, provide operational support and ensure coverage during busy, peak and holiday periods. On a day-to-day basis, you will also line manage and coach two junior staff, ensuring that customer orders are fulfilled in a timely manner.  

Working with this role’s global counterparts in other plants to ensure consistent frameworks, reporting, processes and procedures. Developing good global relationship is key to maximising the value of both global and local changes implemented from this group.   

Full training and support will be provided locally and globally. There may be an occasional need to travel for training and other business needs as determined.   

  

Your role will involve:  

  • Representing the CARE In Manufacturing (CIM) department locally and internationally, in cross-functional projects and meetings by providing feedback on customer experience and updates on current initiatives.  
  • Managing and maintaining global relationships and expectations between manufacturing, our call centres and central teams. 
  • Maintaining and continuously improving the feedback and communication process between Operations, Quality and Logistics teams 
  • Proactively allying and liaising with internal and external stakeholders to continuously enhance customer satisfaction and ensure compliance with high quality standards 
  • Proactively developing new processes to prevent process failures targeting significant increases in customer satisfaction    
  • Maintaining a robust remediation and reporting process, through identifying, coordinating, and providing feedback on customer remediation activities for the LOB.   
  • Compiling statistics, interpreting data and taking appropriate action to ensure KPIs, quality criteria and individual goals are met 
  • Creating and sharing valuable customer insights, to the local manufacturing teams through ad-hoc, daily, weekly, and monthly operational meetings, incorporating the use of customer feedback, imagery, and data sets to support user stories.  
  • Continuously overseeing, reviewing, and providing recommendations and inputs on the CARE In Manufacturing processes and frameworks, to identify opportunities and build on the team’s ability to deliver a strong program of advocacy and support for our customers. 
  • Line management of two direct reports.  
  • Providing support to the Vista Sales team and other areas/ tasks as required.  

  

Key Responsibilities:  

  • Strategic ownership of credits and complaints framework and global reporting   
  • Reporting and providing recommendations on credit and complaint reduction for the ANZ & Singapore Lines of Business (LOB)
  • Reporting and providing recommendations on remediation strategy, customer impact and cost to the LOB as well as driving improvements  
  • Build and maintain solid relationships with manufacturing teams through participation in projects and meetings, including delivering customer feedback content relevant to the local teams on a regular cadence   
  • Line management, coaching and mentoring  
  • Acting as the POC for CIM in global and local meetings, to share insights, updates on initiatives as well as flag emerging issues and trends.  

  

In return you will bring:  

  • Tertiary qualifications, preferably in commerce, business or similar  
  • Proven track record in customer satisfaction improvements  
  • Experience in a high-volume manufacturing facility (preferred)   
  • Excellent communication and presentation skills   
  • Proficient in data analytics   
  • Line management experience with the ability to coach on the job   
  • Able to paint the big picture and extremely detail focused   
  • Able to provide direction to others, and also jump on the tools to do process work as required and your own manual analysis   
  • Strong stakeholder engagement and management skills  
  • Strong project management skills   
  • Ability to create a positive and inspiring working atmosphere  
  • Hybrid model both on site at our Melbourne manufacturing facility and remote working model – with the expectation of remote attendance at some early and late weekly meetings   

 

Who We Are

Vista is a Global e-commerce powerhouse with a dynamic and exciting entrepreneurial culture. Vista creates customer value (and delight) through accessible, cutting-edge technology. We are the marketing partner to millions of small businesses around the world. For more than 20 years, and with over 9000 team members Globally, we use our love of all things tech, design, manufacturing, and customer care to help small businesses feel big.

  • We’re an inclusive community.

We believe in the unique contributions of everyone within a diverse, global organisation. We work together to empower each other, creating a space in which each of us can spark our next great idea.

  • We’re growing. That means you can too.

We’re becoming the expert design and marketing partner to small businesses. We’re passionate about what we want to achieve, so we leverage our growth to support your ambitions and help you achieve your career goals.

 

  Some of our Perks:

  • Paid Parental Leave
  • An inclusive way of working through our Vista Behaviours
  • An entrepreneurial culture
  • Holistic 24/7 Wellbeing support for you and your family
  • Onsite Physio Program
  • Wellbeing Leave
  • Birthday leave
  • Purchased leave
  • Focussed time for learning & development
  • Flexible ways of working

 

Equal Opportunity Employer:
Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, colour, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.


Job Segment: Compliance, Project Manager, Legal, Customer Service, Technology