ANZ Customer Service Leader: Growth & Excellence

Smurfit Westrock; Richmond; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive remuneration

Career development opportunities

Job summary

Smurfit Westrock in Australia is seeking a Customer Service Manager to lead the ANZ CS team, building strong customer relationships and ensuring delivery excellence across Australia and New Zealand.

You will drive service improvements, manage key accounts, and collaborate with Commercial and Sales to support growth while maintaining compliance and quality standards.

Qualifications

• Experience leading customer service teams with a commercial focus.
• Strong relationship building with customers and stakeholders.
• Ability to drive service improvements and handle escalations.
• Advanced Excel and ERP/MIS systems knowledge.

Responsibilities

• Lead, coach, and develop the ANZ customer service team.
• Manage key accounts, customer escalations, and service delivery.
• Coordinate with Planning, Production, Logistics, and Procurement to ensure on-time delivery.
• Drive continuous improvement in customer service processes and systems.
• Ensure compliance with policies and commercial agreements.

Skills

Leadership

ERP/MIS knowledge

Communication

Problem-solving

Pricing & commercial awareness

Stakeholder management

Education

Bachelor's degree in Business/Communications

Tools

SAP

EFI Radius

Job description

Description & Requirements

Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.

Description & Requirements

Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.

Customer Service Manager, ANZ

Location: Australia/New Zealand

Reports To: Commercial Operations Manager, ANZ

About The Role

Smurfit Westrock is seeking an experienced Customer Service Manager to lead our Customer Service team across Australia and New Zealand.

This leadership role is responsible for delivering exceptional customer experiences, driving operational excellence, and supporting commercial growth. You will act as the key link between customers and internal teams, ensuring customer requirements are understood, communicated, and delivered efficiently.

Key Responsibilities

Leadership

• Lead, coach, and develop a team of Customer Service Representatives across ANZ.
• Foster a customer-focused culture of accountability, responsiveness, and continuous improvement.
• Manage team performance, workforce planning, and succession development.
• Facilitate weekly Customer Service Daily Management System (DMS) meetings.
  
  

Customer Service & Account Management

• Build and maintain strong relationships with customers and key stakeholders.
• Manage selected key accounts and customer escalations.
• Support customer retention and growth strategies alongside Commercial and Sales teams.
• Ensure customer requirements are effectively communicated across the business.
  
  

Order Fulfilment & Operations

• Oversee order processing, pricing integrity, customer communications, and service delivery.
• Coordinate closely with Planning, Production, Logistics, and Procurement teams to ensure on-time delivery.
• Manage customer specifications, artwork approvals, and reporting requirements.
• Drive continuous improvement initiatives across customer service processes and systems.
  
  

Compliance & Quality

• Support customer complaint resolution and corrective action processes.
• Ensure compliance with company policies, quality standards, and commercial agreements.
• Promote a safe and compliant workplace culture.
  
  

About You

You are an experienced customer service leader with strong commercial awareness, excellent relationship-building skills, and a passion for delivering outstanding customer outcomes.

Skills & Experience

• Degree in Business, Communications, or a related discipline.
• Proven experience leading customer service or customer support teams.
• Strong knowledge of ERP/MIS systems, ideally SAP and/or EFI Radius.
• Excellent communication, stakeholder management, and problem-solving skills.
• Experience driving service improvements and managing customer escalations.
• Strong understanding of pricing, commercial agreements, and customer service best practice.
• Advanced Microsoft Office skills, particularly Excel.
  
  

Why Join Smurfit Westrock?

• Lead a critical business function across ANZ.
• Join a global leader in sustainable packaging solutions.
• Work with a collaborative and supportive leadership team.
• Opportunity to influence customer experience and operational improvement.
• Competitive remuneration and career development opportunities.
  
  

Apply Now

If you're an experienced customer service professional ready to lead a high-performing team and make a meaningful impact, we'd love to hear from you.

Apply today with your resume and cover letter.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.