Customer Service Manager Qld

2 weeks ago

Brisbane, Queensland, Australia Opal. Full time

Discover Opal


As part of the Nippon Paper Group, Opal is one of Australasia's leading packaging and paper companies and we employ more than 4,500 team members across our operations.


We manufacture goods that you see, touch and use every day and our customer base includes some of the biggest names in FMCG, Retail and Fresh Produce.

We stand for innovation, smart solutions, and sustainability and this is an exciting time to join us as we build our own unique culture fuelled by confidence, energy and passion.


Discover the Opportunity


The role is responsible for leadership and management of the Customer Service team in Queensland with the objective of delivering exceptional customer experience through each of the key communication touch points.

You will contribute to the success of Opal by:

  • Manage order process and clear roadblocks and escalated issues to facilitate team performance.
  • Ensure that all batch 1 checks are completed and all routes and lead times are established accurately so that future production is set up for best effect for our customers.
  • Manage service performance to maximize responsiveness and accuracy; monitor and report on critical KPIs.
  • Implement and sustain customer service interface to ensure high levels of customer satisfaction in how we conduct sales order process.
  • Meet service level agreements set with the Sales team in relation to customer service standard.
  • Develop improved processes for our customer services dept to ensure that OSP Rocklea is able to communicate to customers with a high degree of confidence surrounding goods delivery
  • Set goals and development plans with the team and track progress against set goals.

Discover Yourself


We embrace diversity in all its forms, and we look for curious individuals who thrive in an environment of change.

This role is working in a small team where you will be given autonomy to work efficiently and in a timely manner and offered flexible working arrangements.

Specifically for this role, we expect you will have:

  • Preferably tertiary qualification and can demonstrate an ongoing commitment to learning and personal development
  • Strong analytical skills, with the ability to deep dive and problem solve.
  • Highly organised, task oriented and ability to work under pressure
  • Strong timeline management
  • Analytical thinker and problemsolving abilities
  • Strong numerical skills
  • Able to manage multiple projects with fixed deadlines
  • Strong interpersonal and communication skills both written and verbal

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