Leading the delivery of efficient, accurate and customer-focused order management and issue resolution services for customers within the shared service network. The role is accountable for team performance, service outcomes, process optimisation and stakeholder engagement, ensuring high-quality, timely and compliant service delivery across the business.
Key Accountabilities
- Support strategies to enhance customer service capability whilst ensuring cost containment.
- Apply systems and processes to enhance customer service capability and drive efficiency
- Ensure systems and processes serve the best interests of customers within the shared service network and our customer through minimizing cost whilst enhancing customer service.
- Develop and implement customer service metrics that assist in managing performance.
- Actively seek out opportunities to enhance customer service and supply chain capability through various means and initiatives.
- Support and drive lean supply chain techniques.
- Instil a mind-set of continuous improvement.
- Accountability for all communications distributed via team to customer base.
- Accountable for communication to customers within the shared service network relating to KPI's and escalation of issues on a weekly basis
- Accountability for all KPIs relating to cases, calls and errors for all teams (Resolve, Orders, , Orders Admin).
The following accountabilities are common to all positions:
- Complete all tasks and duties as reasonably requested by your leader.
- Pro-actively seek continuous improvement opportunities within the business.
Health, Safety and Environment (HSE) Accountabilities
- Promote and participate in the Safety Management System and develop a proactive safety culture.
- Be a role model for working safely and promoting a safe working environment.
- Adhere to safe work procedures and systems in consultation with elected OH&S Representatives and team members.
- Proactively contribute to the identification and resolution of workplace hazards.
- Work safely at all times.
- Comply with all relevant environmental legislative requirements.
- Actively contribute to reducing waste, conserving water and energy and other sustainability initiatives.
- Comply with environmental management systems.
- Actively participate in understanding your environmental responsibilities.
Leadership Accountabilities (applicable for all positions with direct reports)
- Set clear expectations and lead by example. Deliver on your commitments and strive for excellence.
- Give timely and meaningful feedback that is useful and respectful.
- Adopt a positive approach and appropriately recognise effort and results.
- Communicate openly and honestly, sharing information and knowledge.
- Take personal responsibility for the performance and outcomes of your team.
- Drive supportive accountability and engage your people.
Minimum Requirements
Formal Education and
Statutory Requirements
- Tertiary qualifications in Business or Supply chain related field.
- Minimum 5 years Customer Service in Shared service and FMCG environment.
- SAP & Salesforce experience
Essential Skills and
Knowledge
- In depth knowledge of shared service order taking environment
- Experience developing KPI's & weekly tracking and reporting to internally & with shared service customer network
- Strong interpersonal skills in order to build effective relationships and processes with the shared service customers and Lactalis colleagues. A good networker.
- Displays excellent negotiation skills; able to achieve mutually acceptable solutions to complex problems which arise; level headed, able to manage and resolve issues under pressure.
- Proven experience making presentations to internal audience with the ability to change communication style to suit situation, purpose and audience.
- Comfortable dealing with and influencing people at all levels across the business. Proven ability to convince others and remain open minded to their ideas.
- Thrives in a rapidly changing environment, able to champion change and motivate others to respond positively.
- Detail conscious, accurate and precise.
- Computer literate – advanced Excel user, able to quickly grasp the use of different systems and manage infrastructure and system challenges.
- Experience of managing others either directly or indirectly (e.g. recruitment, feedback, coaching skills) and willingness to develop people around them.
- Delivery for the business set KPIs for all teams managed.
