Customer Service Manager

5 months ago

Melbourne, Australia CSL Behring Full time

**The Opportunity**

At CSL, we have an exciting opportunity for a Customer Services Manager to join us at our Melbourne office. In this role, you will be a key member of our Commercial Operations Team and will be expected to provide a superior level of customer service to all internal and external customers. This includes oversight of the customer service team, ensuring customer orders are actioned appropriately and processes are documented and are compliant with CSL’s contractual requirements.

**The Responsibilities**

In this role, you will;
- Build collaborative and trusting relationships and work in partnership with the National Blood Authority (NBA), Australian Red Cross Lifeblood, 3rd Party Logistics Provider and other key internal and external stakeholders
- Ensure that our home delivery recipients are provided with superior customer service and ensure all key activities and feedback is captured and reported
- Ensure 24/7 coverage to support urgent orders requiring immediate processing is maintained by team
- Identify risks and liaise with internal stakeholders where relevant to ensure that contractual obligations are achieved, agreed service standards are exceeded where possible and KPI infringements, and associated penalties, are minimised
- Provide support to sales and marketing as it relates to monitoring of sales transactions, customer feedback and other requests as required to support the brand strategies
- Oversee the product technical complaint process (including coordination of product returns for investigation) and ensure the approved processes are followed
- Review existing and new processes, identify ways to re-engineer and implement more effective processes and drive continuous improvement
- Ensure team continues to strive towards excellence in customer facing activities
- Develop, coach and support the customer service team by ensuring IPMs and development plans are in place and reviewed regularly

**Essential Qualifications/ Experience**
- University degree in business or supply chain (preferred but not essential)
- 5-7 years of experience in Customer Service in a Pharmaceutical or Health services sector (with a minimum of 3 years experience in leading teams)
- Experience in working with 3rd Party Logistics Providers (warehousing and distribution) and understanding of Inventory management
- Solid understanding of all aspects of supply chain including forecasting, planning and domestic distribution - road and air freight
- Working in cGMP, GWP or GDP environments
- Strong interpersonal skills and a team player
- Strong attention to detail
- Able to perform well under pressure and with rapid change
- Strong customer focus
- Computer skills - SAP, Excel, and Word

**Our Culture**

At CSL, we are driven by our promise to stakeholders, including our employees. CSL is committed to building a workplace where employees can have Promising FUTURES by fulfilling their career aspirations, realising their potential and being part of a purpose-driven company with a Values-based culture

Whether you are becoming an expert in your field, moving across, or upward in the organisation, we believe our people can enjoy Promising FUTURES where they fulfil their individual career aspirations and are inspired by our purpose-driven company and values-based culture. Our environment is collaborative, global and dynamic, which fosters innovation and motivates the best and brightest to succeed.

**How to Apply**

**Our Benefits**:
We encourage you to make your well-being a priority. It’s important and so are you. Learn more about how we care at CSL.

**About CSL Behring**:
CSL Behring is a global leader in developing and delivering high-quality medicines that treat people with rare and serious diseases. Our treatments offer promise for people in more than 100 countries living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. Learn more about CSL Behring.

**We want CSL to reflect the world around us**:
As a global organisation with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL.

**Do work that matters at CSL Behring**:

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