Customer Service Manager

**Position Title**:Customer Service Manager

**Position Type**: Regular - Full-Time

**Position Location**:Ballarat

**Requisition ID**: 28072

Behind every great McCain product is a team of over 20,000 individuals worldwide whose curiosity, courage and commitment are what have made McCain Foods an international household name. McCain has a key differentiating factor that can't be replicated. We call it our secret ingredient. Good People.

We are recruiting for a Customer Service Manager, who will play an integral part of the Integrated Supply Chain division, ensuring that our customer service team deliver exceptional service to McCain’s customers and the associated internal sales teams. This key leadership role will facilitate and drive the flow of accurate order processing, including readying loads for shipment and managing inbound and outbound inquiries.

**About the role**
- Timely, accurate processing of all orders on a daily basis
- Drives continuous improvement within the team
- Ensures report cut-off targets and commitments are consistently achieved
- Implementation of new customers into Portalink interface
- Resolves escalations timely and effectively
- Reviews and reports order entry KPI’s / metrics
- Responsible for overseeing customer returns process / approving customer returns
- Ensure the team provide load out summaries to cold stores / transport carriers
- Adhere to all Occupational Health and Safety policies
- Development and finetuning of process protocols & SOP’s
- Continue to build a partnership approach to customer service
- Contribute to the strategic planning of the Supply Chain Operations department
- Oversee the direction and planning of operations across all aspects of customer service
- Coach and mentor individuals towards continuous improvement & development
- Responsible for all relevant McCain Foods (Aust) Pty Ltd policies & procedures

**About you**
- Have a minimum 5 years’ experience leading teams within FMCG business’s or similar fast paced environments
- SAP experience is highly desired
- Able to problem solve using root cause analysis
- Empathetic and professional communication skills, both written and verbal
- Highly developed planning, time management, and organisational skills
- Accurate data entry skills and document management
- Attention to detail in completing tasks
- Able to establish and maintain interpersonal relationships
- Ability to analyse information using logic to address work related issues and problems
- Open to change and able to adapt as the roles changes on a day-to-day basis
- High computer literacy with strong skills in Microsoft Office Suite
- Able to set and follow through with expectations and commitments
- Excellent people leadership skills with a positive, empathetic and reliable approach

**What's in it for you?**
- Work with a professional supply team and major customer groups
- Opportunity to be a part of a global iconic brand
- Employee and Family Assistance Program
- Pioneering, innovative and dedicated development programs
- Great family values workplace
- Exciting and collaborative work culture

LI-RS1
- McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger._
- McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs._
- The health and safety of McCain employees and their families has been our number one priority since the start of COVID-19 pandemic. With vaccination restrictions easing across the globe we do not currently require employees to be vaccinated, but we reserve the right to change this mandate in line with health guidance and regulations in each country._
- Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with the _Global Privacy Policy_

**Job Family**:Customer Service
**Division**:ANZ
**Department**:Customer Service
**Location(s)**: AU - Australia : Victoria : Ballarat || AU - Australia : New South Wales : Gordon || AU - Australia : New South Wales : Lisarow || AU - Australia : New South Wales : Sidney || AU - Australia : Other : Reference job description || AU - Australia : Queensland : Brisbane || AU - Australia : Queensland : Morningside || AU - Australia : South Australia : Adelaide || AU - Australia : South Australia : Penola || AU - Australia : Tasmania : Hobart || AU - Australia : Tasmania : Smithton || AU - Australia : Victoria : Melbourne || AU - Australia : Western Australia : Perth

**Company**:McCain Foods (Aust) Pty.