Customer Service Manager

Thinking Careers.    Discover Opal! 

 As part of the Nippon Paper Group, Opal is one of Australasia’s leading packaging and paper companies and we employ more than 4,500 team members across our operations. 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.  

We stand for innovation, smart solutions and sustainability and this is an exciting time to join us as we build our own unique culture fuelled by confidence, energy and passion.   


Discover the Opportunity

This is an exciting opportunity to join our OpalPackaging team as a Customer Service Manager. 

The role is responsible for the daily operation of the Customer Service Team within the Opal Melbourne team to enable order processing and issue resolution within the agreed service level agreements.

You will contribute to the success of Opal by:

  • Leading the customer service function and be the ‘voice of the customer’
  • Collaborating with the Marketing and Sales Team in an effort for customer growth and retention.
  • Deal with escalated customer issues that require liaison with internal stakeholders.
  • Provide support and proactively contribute to the Divisional Production and Supply Chain Strategy, Overarching Divisional Strategy and Group Strategy.
  • Manage customer service performance to maximise responsiveness and accuracy; monitor and report on critical KPI’s.
  • Provide strategic reporting to senior stakeholders regarding order management and DIFOT.
  • Respond to all customer queries regarding products, price and delivery.
  • Develop customer service team skills by identifying strengths and weaknesses.
  • Monthly one-on-one coaching to customer service representatives.


Discover Yourself

We are able to offer a varied career journey with experiential learning gained from cross-functional and lateral moves. We embrace diversity in all its forms and we look for curious individuals who thrive in an environment of change. Specifically for this role, we expect you will have;

  • Preferably tertiary qualification in a commercial stream (i.e. business, management) and can demonstrate an ongoing commitment to learning and personal development.
  • 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.
  • Industry expertise and solid understanding on customer supply chain.
  • Highly developed communication skills with ability to collaborate productively and professionally with all levels of people.
  • Ability to work with minimal direction, both independently and within a collaborative team environment.
  • Excellent time management, organizational and administrative skills.



Discover more… by visiting our website at www.opalanz.com

For more information please contact Dean Jones on +614 91158351 or jump right in by sending us your CV.