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Customer Care Manager ANZ
Full-time
The Customer Care Manager, ANZ manages the operational execution, strategy and optimisation of the order-to-delivery process across Australia and New Zealand, ensuring customer satisfaction and growth targets are met through seamless order-to-cash execution and modern digital customer care platforms.
What you'll do
Manage the daily customer care cycle so order processing, query resolution and claims management meet service standards and SLAs.
Support onboarding of new customers and e-commerce channels with clear service protocols.
Act as coordinator for core Customer Care systems (SAP S4, Salesforce, EDI, B2B platforms), troubleshooting errors.
Identify opportunities to simplify and automate manual customer workflows (automated email routing, claim entry templates, chatbot rules) within SAP or Salesforce.
Conduct service failure and claims analysis, root cause reviews and corrective actions.
Track and drive Customer Care KPIs including Order Processing Accuracy, Case Resolution Time, NPS/CSAT and claims costs.
About you
Strong hands-on understanding of SAP S4 HANA and CRM software (Salesforce Service Cloud preferred), plus advanced Excel.
A customer-centric mindset with the ability to translate complex system challenges into clear communication.
Adaptability and resilience when handling shipping bottlenecks and delivery escalations.
Strong interpersonal and leadership skills, collaborating across Sales, Finance and Logistics.
