Customer Service Manager

Position Title: Customer Service Manager
Position Type: Regular - Full-Time
Position Location: Ballarat
Requisition ID: 28072
Behind every great McCain product is a team of over 20,000 individuals worldwide whose curiosity, courage and commitment are what have made McCain Foods an international household name. McCain has a key differentiating factor that can't be replicated. We call it our secret ingredient. Good People.
We are recruiting for a Customer Service Manager, who will play an integral part of the Integrated Supply Chain division, ensuring that our Customer Service team deliver exceptional service to McCain’s customers and the associated internal sales teams. This key leadership role will facilitate and drive the flow of accurate order processing, including readying loads for shipment and managing inbound and outbound inquiries.
About the role
Timely, accurate processing of all orders on a daily basis
Drives continuous improvement within the team
Ensures report cut-off targets and commitments are consistently achieved
Implementation of new customers into Portalink interface
Resolves escalations timely and effectively
Reviews and reports order entry KPI’s / metrics
Responsible for overseeing customer returns process / approving customer returns
Ensure the team provide load out summaries to cold stores / transport carriers
Adhere to all Occupational Health and Safety policies
Development and finetuning of process protocols & SOP’s
Continue to build a partnership approach to Customer Service
Contribute to the strategic planning of the Supply Chain Operations department
Oversee the direction and planning of operations across all aspects of Customer Service
Coach and mentor individuals towards continuous improvement & development
Responsible for all relevant McCain Foods (Aust) Pty Ltd policies & procedures
About you
Have a minimum 5 years’ experience leading teams within FMCG business’s or similar fast paced environments
SAP experience is highly desired
Able to problem solve using root cause analysis
Empathetic and professional communication skills, both written and verbal
Highly developed planning, time management, and organisational skills
Accurate data entry skills and document management
Attention to detail in completing tasks
Able to establish and maintain interpersonal relationships
Ability to analyse information using logic to address work related issues and problems
Open to change and able to adapt as the roles changes on a day-to-day basis
High computer literacy with strong skills in Microsoft Office Suite
Able to set and follow through with expectations and commitments
Excellent people leadership skills with a positive, empathetic and reliable approach
What's in it for you?
Work with a professional supply team and major customer groups
Opportunity to be a part of a global iconic brand
Employee and Family Assistance Program
Pioneering, innovative and dedicated development programs
Great family values workplace
Exciting and collaborative work culture
Join us as Customer Service Manager, as a subject matter expert, driving process improvement, and developing the team!
#LI-RS1
McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger. McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs.
The health and safety of McCain employees and their families has been our number one priority since the start of COVID-19 pandemic. With vaccination restrictions easing across the globe we do not currently require employees to be vaccinated, but we reserve the right to change this mandate in line with health guidance and regulations in each country. Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with the Global Privacy Policy
Job Family: Customer Service Division: ANZ Department: Customer Service Location(s): AU - Australia : Victoria : Ballarat || AU - Australia : New South Wales : Gordon || AU - Australia : New South Wales : Lisarow || AU - Australia : New South Wales : Sidney || AU - Australia : Other : Reference job description || AU - Australia : Queensland : Brisbane || AU - Australia : Queensland : Morningside || AU - Australia : South Australia : Adelaide || AU - Australia : South Australia : Penola || AU - Australia : Tasmania : Hobart || AU - Australia : Tasmania : Smithton || AU - Australia : Victoria : Melbourne || AU - Australia : Western Australia : Perth
Company: McCain Foods (Aust) Pty.