Customer Service Manager

About the role

We are seeking an experienced Customer Operations Manager to join our Sales & Marketing team at our Lockwood site. This is a key leadership role responsible for ensuring the smooth execution of the customer order cycle - from order receipt through to final delivery - while providing high-level operational support to our Major Account Managers across Woolworths, Coles and Aldi. You will lead the internal Customer Operations Team and take ownership of the operational health of customer orders, service issues, delivery performance and customer outcomes.

Working closely with Sales, Sales Operations, Warehouse, Logistics and Supply Chain, you will ensure customer issues are identified early, communicated clearly and resolved quickly. A strong focus of the role will be maintaining high levels of DIF/OTIF performance, managing customer escalations, resolving shortages and delivery issues, and ensuring Hazeldenes continues to provide a reliable and responsive service to its major retail customers.

Key responsibilities

• Lead, coach and develop the Customer Operations team
• Manage employee performance, KPIs, development and performance improvement where required
• Build a strong service culture focused on accountability, responsiveness and customer outcomes
• Oversee customer order accuracy and in-week order tracking
• Manage customer portals and operational administration supporting major retail accounts
• Provide Account Managers with accurate and timely information to support customer conversations
• Lead shortage-management communication and coordinate stock allocation based on business priorities
• Manage customer communication relating to shortages, changes and delivery issues
• Act as the primary escalation point for daily logistics and customer-service issues
• Resolve delivery issues including transport delays, driver concerns and customer DC rejections

About you

• Previous experience leading a Customer Service, Customer Operations, Sales Operations or Order Management team
• Strong people leadership, coaching and performance-management capability
• Experience supporting major retail, FMCG or high-volume customer accounts
• Strong understanding of order management, logistics, supply chain and delivery execution
• Experience managing customer escalations and resolving complex service issues
• Exposure to major retailers such as Woolworths, Coles, Aldi or similar large customers will be highly regarded
• Understanding of DIF, OTIF, service levels and customer delivery performance
• Experience managing shortages, stock allocation and delivery disruptions
• Strong commercial judgement and ability to make sound decisions under pressure
• Excellent communication skills and confidence dealing with internal and external stakeholders

About us

Incorporated in 1938, Hazeldene's Chicken Farm is a leading FMCG company headquartered in Lockwood (Bendigo), Victoria. At Hazeldenes, we have more than 80 years of history underpinning how we proudly go about our business. It is not just about our delicious chickens, innovation and commitment to quality. It is about our people doing extraordinary things to deliver great products. At Hazeldenes, we are proud of our people, our reputation and our place in the community. From humble beginnings in Kangaroo Flat in Bendigo, our facilities have expanded across rural Victoria. Our people come from many different cultures and backgrounds and have skills ranging from farming and quality control to engineering and poultry processing.

Benefits

• Permanent full-time employment with an established Australian FMCG business
• Attractive salary package
• Key leadership role within our Sales & Marketing function
• Opportunity to work directly with major national retail customers
• Broad exposure across Sales, Logistics, Warehouse and Supply Chain
• Genuine opportunity to improve customer operations and service performance
• Career development and progression opportunities
• Supportive and experienced leadership team
• Free onsite parking
• Employee Assistance Program

How to Apply

If you are an experienced customer operations leader who enjoys leading teams, solving complex customer issues and improving service performance in a fast-paced environment, we would like to hear from you.

Apply now with your resume and take the next step in your career with Hazeldenes.

Applications are open to candidates with full working rights in Australia.

HR Hazeldenes