Team Leadership & ANZ Service Operations

- Lead and manage Customer Service operations across Australia, New Zealand, and Papua New Guinea.
- Lead, coach and develop a team of approximately 12 Customer Service employees, fostering a high-performance, customer-focused culture.
- Provide robust people leadership, including workload management, coaching, performance development, capability building, and succession planning.
- Ensure effective resource planning, cross-training, and business continuity across the region.
- Act as the primary escalation point for complex customer service and operational matters.

Order Management & Service Delivery

- Ensure accurate, timely, and compliant execution of the end-to-end order-to-cash process.
- Partner with Sales, Supply Chain, Logistics, Warehousing, and Finance teams to optimise order fulfilment and delivery outcomes.
- Monitor and improve key service metrics including:
- On-Time In-Full (OTIF) performance
- Backorder management
- Order accuracy
- Delivery reliability
- Identify potential supply, credit, or execution risks and coordinate effective recovery actions.

Customer Experience & Escalation Management

- Drive consistent customer service standards across ANZ.
- Ensure professional and timely responses through customer communication channels, including shared mailboxes, phone queues, and digital platforms.
- Manage complex customer complaints and escalations while maintaining strong customer relationships.




- Lead root-cause analysis and corrective actions to prevent recurring issues.

Performance Management & Continuous Improvement

- Establish a regular operational performance rhythm through data-driven reviews of:
- Order performance
- Delivery reliability
- Customer complaints and escalations
- Billing and dispute resolution
- Standardise customer service processes across ANZ by implementing global and regional procedures.
- Drive process improvements through effective problem-solving, process optimisation, and change management.
- Strengthen controls, documentation, and capability through training and standardised work practices.

Stakeholder & Business Partnership

- Build strong partnerships with Sales, Commercial, Key Account teams, Supply Chain, Logistics, Warehousing, Finance, and Invoice-to-Cash teams.
- Represent Customer Service in operational and commercial forums.
- Provide clear reporting and visibility of service performance, risks, resource requirements, and improvement initiatives to regional leadership.
- Drive adoption of digital customer service solutions, including B2B portals, API ordering, automation, and customer communication tools.
- Improve customer accessibility through effective management of shared mailboxes, telephone queues, and service channels.
- Support transformation initiatives including track-and-trace, electronic proof of delivery (ePOD), CRM/case management, and process automation.

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📌 Customer Service Manager ANZ (Melbourne)
🏢 Akzo Nobel
📍 Melbourne