Customer Service Manager


$80000 - 100000 / annum


Northern Suburbs Melbourne

Date posted:

1 April 2019

Employment type:


Job reference:





The Company

Our client is a global technology group with around 50,000 employees across 60 countries.

The Role

Excellent customer service is critical and important to their business; they pride themselves in being the best in customer service. They are looking for a like-minded person who is able to lead a small team to deliver exceptional customer service.

Key Objectives;

  • To ensure efficient execution of customer order fulfillment and sales master data maintenance
  • To ensure high quality in customer order fulfillment and to minimize processing errors
  • To ensure excellence in base customer service level in cooperation
  • To ensure a high documentation service level
  • To support timely and quality control of the trade budget
  • To ensure timely and quality support of all Commercial functions (e.g. Field Sales, Key Account Management) in the execution of their sales plans

Key Tasks:

  • Ensure execution of all sales documents from creation to invoicing
  • Ensure maintenance of sales master data (materials, customers, prices, agreements, …) in compliance with global standards and procedures
  • Ensure recording and resolution facilitation of all order fulfillment related incidents and customer requests
  • Measure, analyze and report defined customer service levels and other performance measures to localmanagement
  • Identify the potential for improvement and appropriate actions for Documentation Service Level related incidents
  • Ensure execution of all operational (back office related) trade budget activities
  • Track trade budgets and provides timely reporting on trade investments for e.g. for
    • Listing fees
    • New openings
    • Year end bonus
  • Prepare and control assigned budgets
  • Act as a key user towards the International IT organization
  • Develop and continuously improve internal work standards, procedures and tools
  • Manage direct reports (objectives, training, career development)
  • Participate in development of local sales plans
  • Participate in industry group forums and proactively research new business practices and industry standards

Key Measurements:

  • Documentation Service Level (DSL, Customer Interaction Center shares responsibility for DSL with Sales and Marketing functions)
  • Number of orders entered
  • Number of orders processed
  • Number of incidents processed
  • Number of master data maintained (materials, customers, prices, agreements)
  • Number of direct reports

Your Profile

Required Skills:

  • Minimum of 3 - 5 years experience in a Customer Interaction Center role
  • Must be able to understand customer requirements in our industry and how to apply customer service to business problems
  • Must be able to communicate and sell our service benefits to our customers and management
  • Proven management / supervisory experience
  • Strong leadership skills
  • Good communications skills
  • Proven team building skills; team player; motivator
  • Advanced degree (e.g. Diploma, MBA)
  • Fluency in English (written and spoken), additional languages are a plus
  • Working knowledge of current and future trends in Fast Moving Consumer Goods (FMCG) industry
  • International "Spirit"
  • Previous experience in FMCG will be highly desirable

Apply Today!

Please send your resume to us by clicking the "Apply Now" button. Resumes in MS Word format are preferred.

Job Reference No: 06810-0010923052TG

Customer Service


Level 39
140 William Street
Melbourne VIC 3000
03 9691 3631
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