Customer Service Lead - APAC & Australia Operations

Contitech Australia; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Job summary

ContiTech Australia in Bayswater, Melbourne is seeking an experienced Head of Customer Service to lead the CS function for CES and Distribution across Australia and South East Asia, driving service excellence and end-to-end order management.

You will inspire the team, oversee operations with a focus on continuous improvement, coordinate SIOP, and collaborate with sales, quality, purchasing, operations and engineering to ensure OTIF delivery in SAP.

Qualifications

• Proven leadership experience in a similar customer service role.
• Solid understanding of inventory management, forecasting, and supply chain planning.
• Experience with SAP systems and cross-functional collaboration.

Responsibilities

• Lead and inspire the customer service team to achieve high performance and service excellence.
• Oversee customer service operations with a focus on continuous improvement.
• Own end-to-end order management including OTIF, SAP data accuracy, and backlog transparency.
• Coordinate SIOP process aligning demand, capacity, inventory and priorities.
• Collaborate with sales, quality, purchasing, operations, and engineering to align customer service delivery.
• Generate service and sales reports with data insights.

Skills

Leadership

Customer service

Cross-functional collaboration

Forecasting

Education

Bachelor's degree in Business Administration

Tools

SAP

Job description

Build Partnerships. Deliver Results. Strengthen the ContiTech Brand.

We are seeking an experienced and driven Customer Service professional to lead our Customer Service function. Located in Bayswater, Melbourne, the successful candidate will play a vital role in ensuring outstanding service delivery to our external customers.

The role will initially lead the Customer Service function for CES and Distribution businesses, across the Australia / South East Asia markets. This is an exciting opportunity for a proven customer service lead with the potential to contribute to broader regional initiatives and process harmonisation across IAPAC.

As the Head of Customer Service, you will:

Lead and inspire the customer service team to achieve high performance and service excellence.

Oversee customer service operations with a focus on continuous improvement.

Ensure that key performance indicators (KPIs) related to service levels are met with a commitment to excellence.

Lead the Sales, Inventory and Operations Planning (SIOP) process, ensuring alignment between demand, capacity, inventory, and business priorities.

Collaborate with internal stakeholders, including sales, quality, purchasing, operations, and engineering, to foster a united approach to customer service delivery.

Work alongside production and sales teams to optimise production capacities and inventory management.

Own the end-to-end customer order management process, including reliable order confirmation, on time in full (OTIF) execution, backlog transparency, accurate SAP order data, and timely resolution of customer-critical issues.

Coordinate capacity, finished goods allocation, inventory priorities, and customer escalations across plants and business areas.

Oversee order management within SAP systems.

Generate service and sales reports, providing data insights that enhance customer service excellence.

About You

We are looking for a commercially savvy customer service leader who can build strong relationships while confidently guiding the team towards service excellence and high performance.

Ideally, you will have:

Proven leadership experience in a similar customer service role.

A solid understanding of commercial dynamics, inventory management, forecasting, and supply chain planning.

The ability to understand and translate customer needs and support sales objectives.

Excellent communication and presentation skills.

Strong capabilities in supporting the end-to-end supply chain process, complemented by exceptional project management skills.

Experience with SAP systems.

A proactive, self-motivated approach with a passion for driving business growth and expanding market share.

A collaborative mindset, working effectively with customers and internal teams to achieve results.

Why Join Us?

This is an exciting opportunity to take charge of the customer service function for the CES and Distribution divisions in Australia and make a significant impact on business growth. You will have the chance to strengthen existing customer partnerships, introduce innovative processes, and contribute to the next exciting chapter of ContiTech.

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