Customer Service and Operations Manager

3 hours ago

Melbourne, Victoria, Australia Pact Group Full time

Pact Group is a global leader in circular and sustainable packaging solutions, committed to leading the circular economy through innovative and environmentally friendly practices.

About the Role

We are seeking an experienced Customer Service and Operations Manager to join our team based in Laverton. As a key member of our customer service team, you will play a pivotal role in delivering exceptional customer experiences and ensuring timely service and positive outcomes for both customers and the business.

Key Responsibilities
  • Manage escalated queries from customers, providing prompt and effective resolutions.
  • Process customer orders, including order entry, delivery coordination, and follow-up with dispatch teams.
  • Respond to email and phone enquiries from customers regarding sales orders and stock availability, upselling/cross-selling opportunities.
  • Run daily reports and conduct data analysis using SAP and Excel to inform business decisions.
  • Liaise with internal stakeholders and the broader team on pricing and availability.
  • Coordinate and follow up on deliveries, ensuring timely and efficient transportation of goods.
Your Skills and Experience

To succeed in this role, you will have:

  • Excellent customer service approach, with a strong focus on building relationships and resolving issues.
  • Experience working within a manufacturing or distribution environment, preferably with knowledge of FMCG or similar industries.
  • Strong communication and negotiation skills, with the ability to work cross-functionally with internal stakeholders and external customers.
  • SAP experience is highly desirable, as well as proficiency in MS Office 365.
  • High attention to detail, with excellent time management and organisational skills.
About Pact Group

We're the largest plastics recycler in Australia and New Zealand, operating 110 manufacturing facilities across 15 countries. Our customers include some of the world's largest brands that consumers know and trust. We've committed to a $500 million investment plan to lead the circular economy through sustainable packaging solutions.

Our promise is to create a better and more prosperous world all round. We're passionate about finding new and better ways of doing things, growing our business, giving back to the environment, and enriching people's lives every day.

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