Customer Service Manager — Lead Global Order Excellence

Abbott Laboratories; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Discounted Healthcare

Fitness Passport

Discounted Shares program

Learning and development opportunities

Onsite parking and a barista

Job summary

Abbott is seeking a Customer Service Manager in Macquarie Park, NSW, to lead a high-performing team responsible for domestic and export order processing and customer satisfaction. You will partner with Sales, Supply Chain, Logistics and Finance to ensure accurate order fulfilment, continuous improvement, and strong customer relationships.

The role requires 5+ years in customer service with at least 2 years in leadership, experience with ERP systems (preferably SAP), and excellent communication

Qualifications

• Minimum 5 years' experience in customer service operations, with at least 2 years in a supervisory/leadership role.
• Experience with ERP systems, preferably SAP.
• Strong verbal and written communication skills; able to 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 with accuracy, efficiency, and compliance.
• Provide hands-on support for complex customer orders and issues; act as escalation point for inquiries and disruptions.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Establish and report on customer service KPIs and performance metrics.

Skills

Customer service management

ERP SAP

Leadership

Communication

Change management

Tools

SAP

Salesforce

EDI

Job description

Abbott is seeking a Customer Service Manager in Macquarie Park, NSW, to lead a high-performing team responsible for domestic and export order processing and customer satisfaction. You will partner with Sales, Supply Chain, Logistics and Finance to ensure accurate order fulfilment, continuous improvement, and strong customer relationships.

The role requires 5+ years in customer service with at least 2 years in leadership, experience with ERP systems (preferably SAP), and excellent communication