Customer Service Manager

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella, Tic Tac, Ferrero Rocher, Raffaello, Kinder Bueno and Kinder Surprise. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767  dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

The Customer Service Manager role is responsible for developing and continuously improving the customer service function to ensure high levels of customer satisfaction. This role leads operational development to achieve key service outcomes and defines the strategic roadmap for enhancing customer service operations through systems, processes, and people. Key responsibilities include managing the entire order-to-delivery cycle, reverse logistics, and claims processes within scope. The role reports directly to the ANZ Supply Chain Manager.

• Lead the order to cash process at Ferrero ANZ implementing industry best practices in alignment with global processes
• Align internal targets with key customer needs and gather feedback to inform improvements
• Develop and implement initiatives to meet customer expectations
• Oversee daily customer management, including order processing, stock allocation, and release
• Define and monitor performance metrics and KPIs
• Conduct gap assessments and develop action plans to address them
• Prepare and manage service level reports with detailed root cause analysis and action plans
• Manage stock availability quotas and coordinate recovery efforts for supply shortages
• Coordinate returns with carriers and process related claims
• Communicate effectively with customers regarding current status, gaps, and improvement initiatives  
• Analyze return and claim trends, identifying key drivers and reporting relevant data
• Collaborate with stakeholders to resolve return issues and prevent future occurrences
• Work with customers, sales teams, and carriers to optimize processes and reduce returns
• Partner with 3PL providers to enhance efficiency and reduce costs
• Maintain and analyze cost-to-service data and contribute to continuous improvement efforts
• Identify areas for improvement and propose cost-saving solutions
• Keep focus on team management and capabilities development

• University degree in Supply Chain or a related field
• Experience in leading customer service department, Food & Beverage background would be preferred
• Professional experience in customer-facing roles, with strong knowledge of the Australian FMCG sector  
• Solid understanding of end-to-end supply chain processes, especially from forecasting to delivery 
• Strong exposure to the order to cash process and best practices 
• Strong analytical skills with a focus on insight-driven reporting
• Excellent interpersonal and stakeholder management skills, including change and conflict resolution
• Demonstrated proactivity, accountability, resilience, and effective time management
• Ability to perform in a fast-paced environment with consistent, high-quality deliverables
• Strong team leadership and people management capabilities
• Proficiency in MS Office and strong experience with SAP 

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you'll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.