Customer Service Operations Manager

2 days ago


Melbourne, Victoria, Australia Pact Group Full time
About Pact Group

Pact Group is a global leader in circular and sustainable packaging solutions.

Our Commitment

We're committed to leading the circular economy through a $500 million investment plan, focused on creating a better and more prosperous world for all.

Job Description

We're seeking a highly skilled Customer Service Operations Manager to join our team in Laverton. As a key member of our customer service team, you'll play a pivotal role in delivering exceptional customer experiences across various touchpoints.

In this role, you'll be responsible for managing escalated customer queries, processing orders, responding to customer inquiries, running daily reports, and conducting data analysis via SAP and Excel.

You'll work closely with internal stakeholders and customers to provide a full range of support, including order entry, delivery coordination, and setup of new customer accounts.

Your Key Responsibilities
  • Manage escalated customer queries and resolve issues efficiently
  • Process customer orders accurately and timely
  • Respond to customer inquiries via email and phone, upselling/cross-selling where appropriate
  • Run daily reports and conduct data analysis to optimize customer service performance
  • Liaise with internal stakeholders to ensure seamless customer experience
Requirements

To succeed in this role, you'll need:

  • Excellent customer service approach and communication skills
  • Experience working in a manufacturing (FMCG) or distribution environment
  • Strong analytical and problem-solving skills, with attention to detail
  • SAP experience ideal, MS Office 365 proficiency required
  • Ability to work collaboratively in a fast-paced environment
Estimated Salary

$90,000 - $110,000 per annum, based on location and experience.



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