Customer Service Manager

4 weeks ago

Sydney, New South Wales, Australia Abbott Full time

This is a Customer Service Manager role with one of the leading companies in the world right now, Abbott, with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the company takes off.

More About the Role at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

  • Career development with an international company where you can grow the career you dream of.
  • Amazing health and wellness benefits and perks.
  • A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
  • A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

Responsibilities:

Key Responsibilities
  • Provide resolution for all advanced customer issues.
  • Build and maintain relationships with all customers, both internal and external.
  • Actively participate in process reviews to promote continuous improvement of service levels.
  • Provide regular reporting to key stakeholders on team performance against KPI.
  • Ensure reporting provided is relevant, reliable, and timely.
  • Manage the team to receive, process, and fill customer orders to meet targets.
  • Develop and update training materials and train all relevant stakeholders in these processes, including new employee orientation and sales training as required.
  • Manage PER process to ensure compliance with timeline.
  • Continuously improve customer service systems to streamline procedures and reduce operating costs.
  • Monthly reporting to management on key focus areas within inventory and customer service.

You may be required to work outside of your ordinary hours of work to participate in essential training, team meetings, customer events, or trade shows/conferences. These events may take place on an evening and/or weekend.

People Management and Development
  • Lead, develop, and manage an effective, engaged, and motivated team.
  • Maintain a supportive, collaborative working environment in line with Abbott core values.
  • Address any conflict or potential issues sensitively and as they arise and in accordance with policies and procedures.
  • Coordinate and oversee employee training and development and equip with the resources available at Abbott to support their career.
  • Review, assess, and action requests such as leave approvals and expense management, ensuring company policy is adhered to.
Quality, Safety, and Environmental
  • Attend regular departmental meetings with relevant manager/supervisor to build in continuous feedback mechanisms.
  • Meet the requirements of ISO by complying with all relevant Quality policies and procedures to ensure the Quality objectives of the business are met.
  • Comply with all relevant company Occupational Health, Safety, and Environmental policies, procedures, and work practices with the intent of preventing or minimizing accidental exposures to self, colleagues, and/or the environment.
  • Ensure any PPE provided by the Abbott is worn.
  • Report any accidents or incidents within 24 hours through Donesafe and notify your manager.
Conduct
  • Ensure all activities carried out by self and others are in accordance with legislative employment policies, health & safety requirements, and global policy.
  • Promote a standard of excellence for quality and customer focus at Abbott.
  • Uphold the Abbott Code of Business Conduct.
  • Live our Abbott Values – Pioneering, Achieving, Caring, Enduring.
  • Maintain up-to-date knowledge of Abbott standard operating procedures and policies and always ensure compliance.
  • Ensure your Company-related activities comply with relevant Acts, legal demands, and ethical standards.
Qualifications and Experience
  • Tertiary qualifications in a related field.
  • Minimum 3-5 years previous experience in a similar role.
  • Must be proficient in English language both written and verbal.

Explore Location

If you don't think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile.

Hatch exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like Abbott.

Applying here is the first step in the hiring process for this role at Abbott.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

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