Customer Service Leader: CX & Operations

Abbott Laboratories; Sydney; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Discounted Healthcare

Access to Fitness Passport

Discounted Shares program

Learning and development opportunities

Onsite parking and a barista

Job summary

Abbott in Sydney is seeking a Customer Service Manager to lead the Customer Service team across domestic and export order processing, driving customer satisfaction and operational excellence. You will report to the Supply Chain Manager and partner with Sales, Logistics, Finance, Quality and Commercial teams to champion customer excellence.

This role offers growth, a collaborative environment and benefits including healthcare, fitness, share programs, and onsite parking.

Qualifications

• Minimum 5 years' experience in customer service operations with a minimum 2 years in a supervisory or leadership role.
• Demonstrated success leading and developing customer service teams.
• Experience working with ERP systems, preferably SAP; strong verbal and written communication.
• Ability to manage multiple priorities and lead through change.

Responsibilities

• Lead and manage the Customer Service team to deliver exceptional service standards and customer satisfaction.
• Oversee domestic and export sales order processing, ensuring accuracy, efficiency, and compliance.
• Provide hands-on support for complex customer orders and customer-related issues.
• Serve as the primary escalation point for complex customer enquiries, order processing issues, shipping concerns, and service disruptions.
• Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and scalability.
• Monitor and analyse customer feedback, service metrics, and operational performance to identify improvement opportunities.
• Establish, monitor, and report on customer service KPIs and performance measures.
• Maintain business continuity plans and ensure adequate resources and support structures are in place.
• Champion best practices across ERP, CRM, EDI, and order management systems, including SAP and Salesforce.
• Build and maintain trusted relationships with customers, suppliers, third-party logistics providers, and internal stakeholders.
• Lead, coach, mentor, and develop a high-performing Customer Service team.

Skills

Customer leadership

SAP ERP

Communication skills

Change management

Order processing

Tools

Salesforce CRM

EDI systems

SAP ERP

Job description

Abbott in Sydney is seeking a Customer Service Manager to lead the Customer Service team across domestic and export order processing, driving customer satisfaction and operational excellence. You will report to the Supply Chain Manager and partner with Sales, Logistics, Finance, Quality and Commercial teams to champion customer excellence.

This role offers growth, a collaborative environment and benefits including healthcare, fitness, share programs, and onsite parking.