Customer Service Manager, ANZ

Smurfit-Westrock; Hawkesbury; On-site; AUD 120,000 - 160,000; Full time

Job summary

Smurfit Westrock in Australia and New Zealand seeks an experienced Customer Service Manager to lead the ANZ customer service team. You will champion superior service delivery, align with commercial growth, and act as the critical link between customers and internal colleagues.

You will supervise a team, manage key accounts, coordinate with Planning, Production, Logistics and Procurement, and drive continuous improvement while upholding safety, quality and compliance across the network.

Qualifications

• Degree in Business, Communications, or related discipline.
• Proven experience leading customer service or support teams.
• Strong communication and stakeholder management skills.
• Experience with ERP/MIS systems, SAP or EFI Radius desirable.
• Advanced Excel and Microsoft Office skills.

Responsibilities

• Lead and develop a team of Customer Service Representatives across ANZ.
• Build strong relationships with customers and manage key accounts.
• Coordinate with Planning, Production, Logistics and Procurement to ensure on-time delivery.
• Drive continuous improvement and ensure compliance with quality standards.

Skills

Customer service leadership

Stakeholder management

Problem solving

Communication

Education

Bachelor's degree in Business, Communications, or related discipline

Tools

SAP

EFI Radius

Excel

Job description

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.

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.