Global Customer Service Manager – SAP & Ops Lead

Abbott Laboratories; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Discounted Healthcare

Fitness Passport

Discounted Shares

Learning and development opportunities

Onsite parking

Job summary

Abbott Laboratories in Macquarie Park, NSW, Australia, seeks a Customer Service Manager to lead our team across domestic and export orders, driving customer satisfaction and delivery excellence. Reporting to the Supply Chain Manager, you will partner with Sales, Logistics, Finance and Quality to implement continuous improvement, manage KPIs, and develop a high‑performing team.

The role requires at least five years in customer service with two in leadership, SAP experience, and strong

Qualifications

• 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.

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

Leadership

SAP

Salesforce

Communication

Tools

SAP

Salesforce

Job description

Abbott Laboratories in Macquarie Park, NSW, Australia, seeks a Customer Service Manager to lead our team across domestic and export orders, driving customer satisfaction and delivery excellence. Reporting to the Supply Chain Manager, you will partner with Sales, Logistics, Finance and Quality to implement continuous improvement, manage KPIs, and develop a high‑performing team.

The role requires at least five years in customer service with two in leadership, SAP experience, and strong