Customer Service Manager

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 is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• Benefits that support you and your family to stay healthy, financially secure, and supported throughout life's journey, including comprehensive medical insurance coverage, wellbeing support, and competitive rewards that recognize your contributions.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

The Opportunity

As the Customer Service Manager, you will lead our Customer Service team and be responsible for managing customer service operations across domestic and export order processing, driving customer satisfaction, developing high-performing teams, and delivering operational excellence.

Reporting to the Supply Chain Manager, this role offers the opportunity to make a significant impact on customer experience, business performance, and team engagement. You will act as a key business partner across Sales, Supply Chain, Logistics, Finance, Quality, and Commercial teams while championing a culture of customer excellence and continuous improvement.

What You’ll Do

• 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.

Requirements

• Minimum 5 years' experience in customer service operations with a minimum 2 years' experience 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 skills.
• Ability to manage multiple priorities and lead through change.

Why Join Abbott?

This is an opportunity to be part of a collaborative and purpose-driven organisation where customer service excellence is valued and recognised. You will work alongside experienced professionals in a supportive environment that encourages continuous learning, professional development and process improvement.

We also provide some fantastic benefits for our employees such as:

• Discounted Healthcare
• Access to Fitness Passport
• Discounted Shares program
• Learning and development opportunities
• Onsite parking and a barista

Location

This position is based in Macquarie Park, NSW.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.