Key skills
BILeadershipStakeholder ManagementCommunication
About this role
Role Overview
- Lead Customer Service and Order Management teams
- Oversee order entry (estimates, quotations, bookings)
- Ensure accurate and timely local & international deliveries
- Conduct daily, weekly, and month-end order/invoice checks
- Manage bulk and marketplace orders (Amazon, portals)
- Ensure proactive communication for delayed/impacted orders
- Handle customer enquiries, complaints, and service issues
- Support national accounts and buying groups
- Manage senior-level customer escalations
- Own complex escalations across departments
- Produce reports across AU, NZ, and UK operations
- Track bi-hourly: Pending orders Held orders Open cases
- Conduct call and email quality evaluations
- Monitor and improve NPS results
- Collaborate with TIG and internal stakeholders
Requirements
- Proven leadership in Customer Service / CX / Order Management
- Strong knowledge of logistics, invoicing, and order processing
- Experience handling high-level escalations
- Strong analytical and reporting skills
- Experience managing multi-region teams
- Excellent communication and stakeholder management
- At least 3 years experience in ANZ accounts/companies
Benefits
- Flexible work arrangements
- Professional development opportunities