Customer Service Manager — Lead SAP-Driven Ops

Abbott; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Discounted Healthcare

Fitness Passport

Discounted Shares

Learning & Development

Onsite parking

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 satisfaction and operational excellence. Reporting to the Supply Chain Manager, you will partner with Sales, Logistics, Finance, Quality and Commercial teams while championing continuous improvement.

The role emphasizes customer excellence and high-performance coaching.

Qualifications

• Minimum 5 years in customer service operations, including 2+ years in a supervisory role.
• Proven track record of leading and developing customer service teams.
• Experience with ERP systems, preferably SAP.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and lead through change.

Responsibilities

• Lead and manage the Customer Service team to deliver exceptional service and satisfaction.
• Oversee domestic and export order processing with accuracy and efficiency.
• Provide hands-on support for complex customer orders and issues.
• Serve as primary escalation point for inquiries, order problems, and shipping concerns.
• Drive continuous improvements to enhance customer experience and ops efficiency.
• Monitor KPIs and performance metrics; report findings.
• Maintain business continuity plans and resources.
• Collaborate with Sales, Supply Chain, Logistics, Finance, Quality, and Commercial teams.
• Champion best practices across ERP and order management systems (SAP, Salesforce).
• Build trusted relationships with customers, suppliers, and internal stakeholders.
• Coach and develop a high-performing team.

Skills

Customer service leadership

Team development

ERP systems familiarity

Communication skills

Change management

Tools

SAP

Job description

Abbott in Sydney is seeking a Customer Service Manager to lead the Customer Service team across domestic and export order processing, driving satisfaction and operational excellence. Reporting to the Supply Chain Manager, you will partner with Sales, Logistics, Finance, Quality and Commercial teams while championing continuous improvement.

The role emphasizes customer excellence and high-performance coaching.