Customer Service Manager

Contract type: Permanent
Location: Macquarie Park
Industry: Support - Customer Service/Call Centre
Salary $120000 per annum
Start Date: 2021-04-23
Reference: V-114885
Contact name: Debbie Davis
Contact email:
Job published: April 24, 2021 10:34

Job Description

An exciting and newly created role has been created for a hands on Customer Service Manager to join a global Medical Devices & Supply company based in Macquarie Park.

Reporting to the Supply Chain Manager, this is a hands on role managing the Customer Service team dedicated to order management. You will leverage your supply chain & logistics expertise to strengthen relationships with key strategic accounts, drive efficiencies within the team and improve overall business results.

  • Answering incoming calls, providing excellent customer service
  • Process customer orders in accordance with service standards
  • Implement continuous improvement, policies & procedures
  • Liaise with the Sales and Marketing teams to ensure their needs are being met
  • Train, mentor and support the Customer Service team 
  • Responsible for all EDI policies and procedures to ensure smooth workflow of orders
  • Provide support and service to the Supply and Demand team members
  • Report on KPI’s and track Customer Service metrics
  • Address order fulfillment and other such supply chain related issues for a variety of direct and distributor accounts including correct input of customer orders into ERP systems to meet the customers’ requirements
  • Ensure the team develops expertise in product knowledge
  • Outbound calls to customers to follow up on lapsed order patterns
  • Address order management issues that are impacting service and sales.

You will be a passionate and hands on Customer Service Manager with a strong focus on continuous improvement. You will have a solid understanding of supply chain and the order process, be a confident people leader.

You will demonstrate: 

  • Previous experience in a similar role with Health (Hospitals) or FMCG including logistics or order management experience 
  • Experience setting targets and driving accountability 
  • Strong Excel, SAP and order processing skills are essential
  • Strong interpersonal and communication skills with strong stakeholder engagement
  • Excellent attention to detail
  • 5 years Management experience in leading customer service teams
Please contact Amy Fenley or Debbie Davis for more information on 02 9270 5249 and apply online

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