Customer Support and Development Associate Manager

Joining the team at SC Johnson Professional® makes you part of a family company with a deep history in the professional market as a leading manufacturer of skin care, cleaning and hygiene products and smart technologies. We’re a team of more than 1,000 employees across five continents providing solutions to healthcare, industrial and institutional markets across the world.
- SC Johnson Professional®

is a business unit within SC Johnson, a family-owned and led company and leading manufacturer of quality, trusted products since 1886.

This is a wonderful opportunity to join SC Johnson Professional; a Global, Family-Owned business that are true industry leaders, providing highly respected, trusted Hygiene and Cleaning solutions.

The Customer Support & Development Manager role (graded within SC Johnson Professional as “
_Associate Manager, Customer Support & Development_”) is newly created and designed to develop, lead and mentor our Customer Support Team to provide the highest level of proactive customer engagement and satisfaction.

This position reports to the APAC Marketing & Customer Service Director; will be key in leading and coaching a small team of Customer Support Associates in Lane Cove, support our offshore team and work along our Sales, Marketing and Supply Chain Departments. You will be a key driver and facilitator of growth of the organisation and our distributor network.

Due to SC Johnson Professional relocating to Lane Cove from our previous site at Moorebank, you will support our Management Team with the development and implementation of new processes and ways of working.

Your ability to manage ambiguity, think creatively and strategically and manage an array of stakeholders will be highly utilised in this position.

Key Responsibilities:

- Develop and enhance processes and ways of working to maximise sales and deliver excellent customer service.
- Lead the team to formalise, document and streamline all customer support and development processes
- Facilitate growth by establishing ways to identify and maximise upselling and switch selling opportunities, marketing campaigns, Existing Product Development (EPD) and New Product Development (NPD)
- Partner with the Sales Team to grow the business together including onboarding for new end user customers
- Leading the creation, control and validation of all End User pricing agreements
- Lead the team in delivering service excellence whilst enhancing the customer experience
- Support the Commercial team with the annual price list process and communication to customers and internally with the Shared Service Centre
- Continuously drive to identify opportunities to support our internal Shared Service Centre (SSC) providing cross functional leadership in the processes impacting our customers
- Key business partner to Supply Chain and Logistics teams
- Lead and participate in a variety of projects
- Establish ways of working to generate insights
- Champion the maintenance of pricing hierarchy’s and customer master data

Required Skills / Experience / Competencies:

- Strong attention to detail
- Ability to problem solve and resolve customer queries efficiently.
- Previous experience in leading a Customer Service, Sales Administration or Internal Sales team
- A good knowledge and understanding of the technical aspects of the following:
- Microsoft Office
- CRM (ideally Salesforce)
- Prior experience of working with SAP in particular knowledge and transaction flows for order to cash
- An understanding of the lead generation process
- Ability to work on multiple projects at any given time.
- Demonstrated track record of achievements in business development

Remuneration and Benefits:
SC Johnson is committed to providing a safe, inclusive and respectful environment for all its employees. Along with a competitive base salary, here are just some of the benefits you receive when joining the SC Johnson Family
- Beautiful facilities located on privately owned acreage Lane Cove, NSW
- Full kitchen facilities, onsite gym, tennis courts and loads of free parking
- Discounted products
- Family-owned company, with a family feel
- Be a member of a company championing a better world through sustainability and environmental protection measures