Vacancies Customer Service Manager ANZ

We are seeking an experienced and customer-focused Customer Service Manager to lead our Customer Service operations across Australia New Zealand and Papua New Guinea. Reporting to the Regional Customer Service Manager South Asia this role provides strategic and operational leadership to ensure a consistent high-quality customer experience across the ANZ region.

Leading a team of approximately 12 Customer Service employees you will be responsible for building a high-performing customer-focused function while driving excellence across the end-to-end order-to-cash process. This includes ensuring accurate order management reliable delivery execution effective escalation management and continuous improvement of customer service operations.

Working closely with Sales Supply Chain Logistics Warehousing Finance and regional stakeholders you will play a critical role in strengthening service performance improving customer satisfaction and supporting the growth of our Marine Protective Coatings and Yacht businesses.

Team Leadership & ANZ Service Operations

• Lead and manage Customer Service operations across Australia New Zealand and Papua New Guinea.
• Lead coach and develop a team of approximately 12 Customer Service employees fostering a high-performance customer-focused culture.
• Provide strong people leadership including workload management coaching performance development capability building and succession planning.
• Ensure effective resource planning cross-training and business continuity across the region.
• Act as the primary escalation point for complex customer service and operational matters.

Order Management & Service Delivery

• Ensure accurate timely and compliant execution of the end-to-end order-to-cash process.
• Partner with Sales Supply Chain Logistics Warehousing and Finance teams to optimise order fulfilment and delivery outcomes.
• Monitor and improve key service metrics including:
• On-Time In-Full (OTIF) performance
• Backorder management
• Order accuracy
• Delivery reliability
• Identify potential supply credit or execution risks and coordinate effective recovery actions.

Customer Experience & Escalation Management

• Drive consistent customer service standards across ANZ.
• Ensure professional and timely responses through customer communication channels including shared mailboxes phone queues and digital platforms.
• Manage complex customer complaints and escalations while maintaining strong customer relationships.
• Lead root-cause analysis and corrective actions to prevent recurring issues.

Performance Management & Continuous Improvement

• Establish a regular operational performance rhythm through data-driven reviews of:
• Customer service KPIs
• Order performance
• Delivery reliability
• Customer complaints and escalations
• Billing and dispute resolution
• Standardise customer service processes across ANZ by implementing global and regional procedures.
• Drive process improvements through effective problem-solving process optimisation and change management.
• Strengthen controls documentation and capability through training and standardised work practices.

Stakeholder & Business Partnership

• Build strong partnerships with Sales Commercial Key Account teams Supply Chain Logistics Warehousing Finance and Invoice-to-Cash teams.
• Represent Customer Service in operational and commercial forums.
• Provide clear reporting and visibility of service performance risks resource requirements and improvement initiatives to regional leadership.

Digitalisation & Transformation

• Drive adoption of digital customer service solutions including B2B portals API ordering automation and customer communication tools.
• Improve customer accessibility through effective management of shared mailboxes telephone queues and service channels.
• Support transformation initiatives including track-and-trace electronic proof of delivery (ePOD) CRM/case management and process automation.

You are an experienced customer service leader with a strong background in order management and operational excellence. You enjoy building high-performing teams solving complex customer challenges and driving continuous improvement in a fast-paced environment.

You will bring:

• Proven experience leading customer service order management or order-to-cash operations.
• Strong people leadership capability including coaching performance management and team development.
• Excellent stakeholder management skills with the ability to influence across functions and regions.
• Strong analytical capability with experience managing KPIs and operational performance data.
• A customer-first mindset with strong problem-solving and decision-making skills.
• Excellent communication skills with the ability to collaborate across different countries and time zones.

Skills & Experience

Essential

• Diploma or Bachelors degree in Business Commerce Supply Chain Logistics or a related discipline.
• Minimum five years experience in customer service order management or order-to-cash operations including demonstrated people-management responsibility with experience leading and developing teams.
• Strong understanding of SAP SD/order management processes and customer service operations.
• Experience in process improvement root-cause analysis and performance management.

Desirable

• Experience within multinational manufacturing coatings chemicals marine or industrial environments.
• ANZ regional experience.
• Experience using Power BI Celonis or similar reporting and analytics tools.
• Experience leading digitalisation or customer service transformation initiatives.

In return Akzo Nobel will offer other than job stability with a permanent role and good remuneration:

• Career Pathway and Training:

As a Global company we can offer career pathway and training to you to gain your next step in your career goals.

• Dont settle for base salary increase:

potential to earn more on top each year!

• Let Akzo Nobel help you meet your health goals:

with free utilization of onsite physio every Wednesday free annual flu vaccination and monetary assistance to cover your choice of health and wellbeing programs every year!

• Want to stretch your dollar further

Enjoy our employee benefits on discounted private health insurance with Bupa and free access for you and your family on our Employee Assistance Program (EAP) that include discount on retail goods and services.

• Looking for more perks

Join us to find out more