Team Leader-customer Service

4 days ago

Sydney, Australia Pact Group Full time

Company Description

Pact Group’s Contract Manufacturing Division manufactures across several operational sites and supplies a wide range of homecare and Personal-Care categories to all the major retailers and global FMCG brand owners

**Job Description**:
**About this opportunity**

In leading the Customer Service team, you will perform a pivotal role as the conduit between our customers and stakeholders as you work within a supportive and energetic team, to deliver a quality, end to end, positive experience to a broad range of customers.

Based at Eastern Creek, with hybrid working arrangements in place, this role will see you liaising with internal stakeholders, as well as escalated customer enquiries and supporting the team who provide a full range of support including managing queries relating to orders and products, providing PODs and delivery ETAs, as well as setting up new customer accounts.

With your people leadership experience, you will take ownership of the process, to ensure timely service and a positive outcome for both customer and business as well as continually improving our Customer service experience.

**Your key responsibilities will be to**:

- Manage escalated queries from customers
- Provide reporting and insights to improve Customer experience
- Run daily reports and conduct data analysis via SAP and Excel
- Liase with the broader team on pricing and availability
- Liaise with customers and dispatch to coordinate and follow up deliveries

**Your skills and experience**

To be successful in this role, you’ll have:

- Excellent customer service approach
- Experience within a manufacturing (FMCG) or distribution environment
- Excellent communication and negotiation skills with the ability to work cross-functionally
- SAP experience /MS Office 365
- High attention to detail
- Excellent time management and organisational skills

Additional Information
**About us**

Our vision is to lead the circular economy through packaging, reuse and recycling solutions. It’s a future-driven group commitment, designed to create lasting value.

We’re the largest plastics recycler in Australia and New Zealand and one of the region’s biggest user of recycled materials. We have 6,000+ team members, operate 110 manufacturing facilities across 15 countries, and our customers include some of the world’s largest brands that consumers know and trust.

As a global leader in circular and sustainable packaging solutions, we’ve committed to lead the circular economy through a $500 million investment plan.

For us, it’s about finding new and better ways of doing things. Ways to grow business, to give back to the environment and to enrich people’s lives every day.

Our promise is to create a better and more prosperous world all round.

That’s our future Pact. Let’s lead the way together.

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