Customer Service Lead

The Detmold Group is a family-owned and operated global business, partnering with some of the world’s largest and most iconic food and retail brands to create world-class packaging for a better tomorrow. Our business is focused on making a positive impact for our people, our partners and our planet whilst keeping our customers at the core of everything we do. Relentlessly looking for ways to improve on quality, service, and efficiency, we are driven to improve the way the world experiences packaging.

We are looking to recruit a Customer Service Lead, to develop a skilled Customer Service team that delivers best-in-class customer service and sales support. This role must successfully collaborate with all cross functional departments, ensuring comprehensive service delivery and winning relationships internally and externally. You will work closely with sales and apply commercial decision making aligned with achieving sustainable and profitable growth.

Responsibilities

1. Manage and coordinate customer service / sales support team activities ensuring that the team delivers on the Detpak commitment to provide the highest level of quality, service, and efficiency to all customers.
2. In conjunction with designated Business Development or Account Managers, work directly with key stakeholders to deliver superior service and results in all aspects of account coordination.
3. Project manage orders and the setup of products including communicating of artwork requirements to prepress.
4. Communicate customer packaging requirements to the business through the RFQ process, adjusting quotes in accordance with business rules and strategic goals, presenting to customers and pursuing opportunities.
5. Coordinate the customer non-conformance process, raising internal documentation for QA and liaising directly with customers until resolved.
6. Identify and action aged stock records, ensuring aged stock allocations are managed within business rules.
7. Support the new product development enquiry process, including samples management, managing artwork transition, mock-ups, concepts and providing technical guidance.
8. Liaise with the operations and production teams regarding production dates through a weekly sales and operations capacity management meeting, ensuring commitments to customer are met and providing visibility of pipeline orders.
9. Host daily delivery pulse meetings with the scheduler and dispatch manager to ensure DIFOT or misses are communicated to customer/s in a timely manner.
10. Acting as the point of contact for the Detpak Cartons Customer Service / Sales Support Team for all issues relating to the use of internal programs and ensuring any roadblocks are communicated and plans implemented for system improvement.

Qualifications

1. Experience in a related Sales, Customer service or Sales Support leadership role.
2. Sound understanding of Inventory Management principles.
3. Previous experience delivering excellence in customer service.
4. Previous experience applying a disciplined approach and following business processes.
5. Good analytical and problem-solving skills coupled with strong written, verbal and presentation skills.
6. Proficient using the MS Office suite of products.
7. A high level of interpersonal skills to be able to build strong stakeholder relationships internally and externally.

Benefits

1. Recognised Employer of Choice by the Australian Business Awards (ABAA).
2. A flexible working environment – we acknowledge the mutual benefit of flexible working arrangements.
3. Market competitive remuneration reviewed regularly.
4. A commitment to your ongoing professional development through training and career-growth opportunities.
5. A Company that is committed to corporate social responsibility – through supporting local communities and charities, and our commitment to sustainable and ethical sourcing.
6. A holistic and comprehensive health and wellbeing program so our people feel supported to be at their best.
7. Other benefits include: An active social club, Free Flu Vaccinations, Free onsite Parking and Regular Celebrations of Success.

Confidential enquiries are welcome to Lesley Mackman on 08 8448 5119 or via email: lesley.mackman@detmoldgroup.com

Employee safety is our priority, and we want our people to be 100% SAFE. The Detmold Group has been tirelessly working to keep its employees, customers, and communities safe during the COVID-19 pandemic. This is in line with Detmold Group’s commitment to our people, customers and communities being “100% safe”. Therefore, Detmold requires all new employees to be fully vaccinated and require appropriate evidence to be provided of vaccination confirmation or of government approved exemption. Therefore, please consider this requirement when submitting your application.

About the Company

Detpak is a member of the Detmold Group, a leading manufacturer of paper and board packaging. Detpak is the sales and marketing arm focused on disposable packaging for the foodservice industry including coffee roasters, café chains, bakeries, supermarkets, catering companies, fast food and quick-service restaurants.

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