Customer Service Manager

Position Purpose

Directly responsible for leading and managing Customer Service Operations to achieve performance excellence in the delivery of outstanding service for customers in Australia. 
The position also carries the responsibility of being business partner for Customer Service to the commercial team country leads for Australia business and works closely with divisional and functional leaders in the region to achieve common goals.

Job Description

• Leads the customer service organisation to support profitable growth – ensuring the Customer service is a differentiator supporting SEE competitive advantage.
• Develop strong aligned stakeholder relationships and collaborate with all functions to accomplish mutual goals.
• Drive successful execution of business improvement and innovation initiatives and support corporate goals.
• Effectively lead change management programs and initiatives in the region to ensure Customer Service is seen as a valued partner in the region.
• Ensure the customer service function remains the best place for the best people through development of our teams where team members feel trusted and valued. Ensure meaningful professional development occurs for CS staff members to enable them to be high performers in their roles and/or able to develop career pathways throughout Sealed Air organisation.
• Manage to global KPIs for Customer Services, implementing effective reporting and monitoring, with actions and programs aimed at continuous improvement.

Other Responsibilities

• To take a leadership role in improving processes, creating efficiencies and sharing working knowledge for the benefit of Customer Service, Customers, & Sales, being an ambassador for the Sealed Air Customer Service pillars of excellence
• Be a role model for the Sealed Air Vision, Mission and Values and uphold through self and team all company policies and procedures
• Leadership in providing a safe and healthy workplace.  Support an equal opportunity employment environment that celebrates diversity and inclusion
• Build relationships through proactive communication with all stakeholders – internal and external.
• Strive for excellence in exhibiting the Sealed Air leadership behaviors and promoting a winning performance culture

Qualifications

• Recognized significant accomplishments in previous roles including exemplary leadership
• High level of computer literacy & knowledge of Enterprise Systems (SAP)
• Ability to travel occasionally within Australia and New Zealand and occasionally outside of this region
• Strong empathy for customers.  Dedicated to high levels of customer service and meeting the needs of external and internal customers.
• Comfortable operating with some ambiguity within a matrix environment and potentially conflicting priorities to deliver overall best outcomes.  
• Superior communication skills effective at all levels of a diverse organisation.
• Demonstrated ability to work effectively with other functions & divisions in an interdependent organisation to develop and achieve common goals.
• Leadership skills with proven record of successfully coaching individuals and teams to strengthen the organisation
• A passion for developing and motivating individuals to achieve their potential
• A positive passion for leading change management.
• Solid process and project management skills.  Understands complex workflows and has the ability to find ways to simplify them.  Knows how to efficiently organize people and activities, set priorities and maintain focus accordingly.
• Strategic Agility and ability to adjust to effectively deliver required results
• Business acumen to understand commercial drivers to financial success
• Good analytical and problem-solving skills
• A proven track record of meeting/exceeding goals.

EDUCATION/TRAINING

• Tertiary degree or equivalent work experience.
• Six Sigma Training or Lean qualifications are an advantage.
• Experience with SAP and Google tools
• Fluent in English as a business language - written and verbal

Note

You must have New Zealand work rights to be considered for the role. 

No agency contact please.