Customer Service Manager Melbourne

Discover Opal 

Opal is one of Australasia’s leading packaging and paper companies.  We manufacture goods that you see, touch, and use every day and our customer base includes some of the biggest names in FMCG, Retail and Fresh Produce.  

Discover the Opportunity

This is an excellent opportunity to join our Opal Packaging Plus (OPP) Truganina site, responsible for the daily operation of the Customer Service Team to enable order processing and issue resolution within the agreed service level agreements.  

You will contribute to the success of Opal by:

• Provide ongoing coaching to the team to improve customer performance and operational efficiency
• Developing, building, and fostering an engaged high-performance culture across the team
• Actively leading and supporting a Safety culture within the team by adopting the Culture of Care
• Managing the order process and clear roadblocks and escalated issues to facilitate team performance
• Managing the team’s performance to maximise responsiveness and accuracy, and monitoring and reporting on critical KPIs
• Providing insights from customer data and feedback to the Marketing and Sales Teams
• Ensuring that Accounts Receivables and Payables functions are performed in time
• Liaising with customers in relation to process enquiries, orders, price variances and queries
• Implementing system enhancements to ensure issue management processes for NCRs are completed in a timely and responsive manner

Discover Yourself

You are an experienced customer service professional, ideally with experience in packaging, manufacturing, or logistics. However, we are open to other Customer Service backgrounds. Most importantly, you have solid experience in leading and managing a team in a fast-paced customer service environment.

Specifically, for this role, we expect you will have;

• Tertiary qualification in a commercial stream (i.e business, management)
• Solid experience in leading and managing a team in a fast-paced customer service environment
• Previous experience in a customer facing role
• Proficiency in SAP or any other ERP system
• The ability to priorities important activities and problem-solve
• Highly developed communication skills with ability to collaborate productively and professionally with all levels of people

• A confident and friendly manner with the ability to remain calm under pressure.

Opal is an equal opportunity employer. We are proud of our equitable processes for employment and career development opportunities. We have an inclusive culture, where diverse backgrounds, experiences, and identities are celebrated.  It is important to us that everyone feels a strong sense of belonging. 

For information only, please contact Ruth Messenger at ruth.messenger@opalanz.com. To formally apply, please send your cover letter and resume via the application link.

Our Opal Values

Thinking packaging. Discover Opal.