Head of Customer Service

Contitech Australia Pty Ltd; Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

ContiTech Australia Pty Ltd in Bayswater, Melbourne, seeks a Head of Customer Service to lead the Customer Service function across Australia and SEA markets. You will drive service excellence, oversee operations and align SIOP with business priorities.

You will collaborate with sales, quality, purchasing, operations and engineering, own end-to-end order management in SAP, and deliver data insights to improve OTIF, backlog transparency and customer satisfaction.

Qualifications

• Proven leadership experience in a senior customer service role.
• Strong understanding of commercial dynamics, inventory management, forecasting and supply chain planning.
• Ability to understand and translate customer needs to support sales objectives.
• Excellent communication and presentation skills.
• Strong project management and cross-functional collaboration skills.
• Experience with SAP systems is required or highly advantageous.

Responsibilities

• Lead and inspire the customer service team to achieve high performance and service excellence.
• Oversee customer service operations with a focus on continuous improvement.
• Ensure KPIs related to service levels are met with a commitment to excellence.
• Lead the SIOP process to align demand, capacity, inventory and priorities.
• Collaborate with sales, quality, purchasing, operations and engineering to unify customer service delivery.
• Own end-to-end order management in SAP, ensuring OTIF execution and timely issue resolution.

Skills

Leadership

SAP

Inventory management

Forecasting

Supply chain planning

Communication

Project management

Collaboration

Education

Bachelor's degree in Business, Supply Chain or related field

Tools

SAP ERP

Job description

Build Partnerships. Deliver Results. Strengthen the ContiTech Brand.

We are seeking an experienced and driven Customer Service professional to lead our Customer Service function. Located in Bayswater, Melbourne, the successful candidate will play a vital role in ensuring outstanding service delivery to our external customers.

The role will initially lead the Customer Service function for CES and Distribution businesses, across the Australia / South East Asia markets. This is an exciting opportunity for a proven customer service lead with the potential to contribute to broader regional initiatives and process harmonisation across IAPAC.

As the Head of Customer Service, you will:

Lead and inspire the customer service team to achieve high performance and service excellence.

Oversee customer service operations with a focus on continuous improvement.

Ensure that key performance indicators (KPIs) related to service levels are met with a commitment to excellence.

Lead the Sales, Inventory and Operations Planning (SIOP) process, ensuring alignment between demand, capacity, inventory, and business priorities.

Collaborate with internal stakeholders, including sales, quality, purchasing, operations, and engineering, to foster a united approach to customer service delivery.

Work alongside production and sales teams to optimise production capacities and inventory management.

Own the end-to-end customer order management process, including reliable order confirmation, on time in full (OTIF) execution, backlog transparency, accurate SAP order data, and timely resolution of customer-critical issues.

Coordinate capacity, finished goods allocation, inventory priorities, and customer escalations across plants and business areas.

Oversee order management within SAP systems.

Generate service and sales reports, providing data insights that enhance customer service excellence.

About You

We are looking for a commercially savvy customer service leader who can build strong relationships while confidently guiding the team towards service excellence and high performance.

Ideally, you will have:

• Proven leadership experience in a similar customer service role.
• A solid understanding of commercial dynamics, inventory management, forecasting, and supply chain planning.
• The ability to understand and translate customer needs and support sales objectives.
• Excellent communication and presentation skills.
• Strong capabilities in supporting the end-to-end supply chain process, complemented by exceptional project management skills.
• Experience with SAP systems.
• A proactive, self-motivated approach with a passion for driving business growth and expanding market share.
• A collaborative mindset, working effectively with customers and internal teams to achieve results.

Why Join Us?

This is an exciting opportunity to take charge of the customer service function for the CES and Distribution divisions in Australia and make a significant impact on business growth. You will have the chance to strengthen existing customer partnerships, introduce innovative processes, and contribute to the next exciting chapter of ContiTech.

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2023, Continental generated preliminary sales of €41.4 billion and currently employs around 200,000 people in 56 countries and markets.

ContiTech is one of the world's leading industry experts. Far beyond our roots as a rubber products manufacturer, we offer connected, environment-friendly, safe and convenient industry and service solutions using a range of materials for various industries.

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2023, Continental generated preliminary sales of €41.4 billion and currently employs around 200,000 people in 56 countries and markets.

ContiTech is one of the world's leading industry experts. Far beyond our roots as a rubber products manufacturer, we offer connected, environment-friendly, safe and convenient industry and service solutions using a range of materials for various industries.

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