Customer Service Manager, ANZ

WestRock Company; Hawkesbury; On-site; AUD 120,000 - 160,000; Full time

Job summary

Smurfit Westrock in Australia is seeking a Customer Service Manager to lead the ANZ team, ensuring outstanding service, strong client relationships, and alignment with commercial growth strategies.

This role requires hands-on leadership, ERP/MIS experience (SAP and EFI Radius), and the ability to collaborate with Planning, Production, Logistics, and Procurement to deliver on-time orders and compliant service levels.

Qualifications

• Degree in Business, Communications, or a related discipline.

Responsibilities

• Lead and develop the ANZ Customer Service team.
• Foster a customer-focused culture and drive improvements.
• Manage key accounts and customer escalations.
• Coordinate with Planning, Production, Logistics, and Procurement to ensure on-time delivery.
• Drive initiatives to improve service processes.

Skills

Leadership

CRM

Stakeholder mgmt

Problem solving

Pricing knowledge

Excel

Education

Degree in Business/Comms

Tools

SAP

EFI Radius

Excel

Job description

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.