Sorbent Paper Company Pty Ltd

Customer Service Manager

Sorbent Paper Company Pty Ltd Box Hill South, Victoria, Australia

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Who we are


Embark on an exciting opportunity with the Sorbent Paper Company, Australia's premier tissue suppliers since 1952, as we spearhead innovation and sustainability in the global paper industry. Through collaboration and resilience, we ensure the consistent delivery of Australia's favourite tissue products. With long-standing relationships with retailers built on trust, we uphold a solid foundation of customer satisfaction.

When you join us, you become part of a team across Australia and a workplace where everyone is welcome, supported and valued. We are always seeking talented people to join our team and help us grow. Are you ready to make a difference?


About the role


The Customer Service unit aims to be a key competitive advantage for the business by delivering superior service and fostering successful relationships. This position is crucial for enhancing the Sorbent profile through exceptional communication, service, and branding, acting as the voice of the customer within the organization.

This role involves providing an outstanding frontline customer service experience through dynamic leadership and coordination of the Customer Service function for the entire business. You will join a passionate team dedicated to customer service excellence and positive outcomes.

Key responsibilities include effective processing and administration of domestic sales orders, as well as providing quality support to sales and operations teams to meet or exceed customer expectations. Continuous improvement and enhancement of customer experience are essential to achieving business objectives.


What you will be doing


Team Management: Lead and manage a team of customer service specialists for Sorbent and Solaris Paper, fostering a collaborative environment.

Process Improvement: Work with Business Process leads to review and enhance customer service processes, ensuring alignment between supply and commercial functions.

Order Processing Optimization: Identify opportunities to improve task streams and reduce order processing time for efficiency.

Project Engagement: Collaborate on new projects and system implementations related to order processes, including digitalization initiatives like EDI and CRM.

Sales Support: Maximize sales opportunities by assisting the sales team in achieving their goals and addressing customer inquiries and technical issues.

Build Customer Confidence: Take ownership of escalated problems/complaints and ensure closure for the customer; identify, introduce, and measure relevant KPI’s that will assist the department with achieving a high level of customer satisfaction.

Digital Transformation Champion: Support and promote digital transformation initiatives to enhance operational agility and customer service effectiveness.



What will make you successful


Formal Qualifications:

  • Degree in Information Systems, IT, Business, or Finance.
  • Relevant experience in IT and business administration (desirable).

Training/Professional Development:

  • Experience in FMCG business processes.
  • SAP implementation experience and broad exposure to full ERP (SAP).
  • Skills in team and functional management, project management, and commercial negotiation.

Experience:

  • Proficient in computer skills, especially Excel; SAP knowledge required.
  • Strong customer focus and familiarity with customer service techniques, call center operations, and sales order processing.
  • Proven team player with a commitment to excellent customer service.
  • Leadership skills, including team management.
  • Excellent oral, written, and interpersonal communication skills for effective interaction with diverse groups.
  • Experience with outbound calling is preferred.
  • Self-motivated, exercising good judgment, and able to work independently with minimal supervision.



What's in it …. for you?


  • FREE monthly product allocations
  • Opportunity to work for an iconic household brand and FMCG industry


Our people, surrounding communities, and brands are at the center of our business. You will be part of a team that design and make established and recognised products used in homes across Australia every day.

So come and join us to be part of this success story.

  • Seniority level

    Mid-Senior level
  • Employment type

    Full-time
  • Job function

    Customer Service, Sales, and Supply Chain
  • Industries

    Manufacturing

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