Customer Service Manager

Company DescriptionFerrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.Diversity StatementFerrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.About the Role:The Customer Service Manager role is responsible for developing and continuously improving the customer service function to ensure high levels of customer satisfaction. This role leads operational development to achieve key service outcomes and defines the strategic roadmap for enhancing customer service operations through systems, processes, and people. Key responsibilities include managing the entire order-to-delivery cycle, reverse logistics, and claims processes within scope. The role reports directly to the ANZ Supply Chain Manager.Main Responsibilities:Lead the order to cash process at Ferrero ANZ implementing industry best practices in alignment with global processesAlign internal targets with key customer needs and gather feedback to inform improvementsDevelop and implement initiatives to meet customer expectationsOversee daily customer management, including order processing, stock allocation, and releaseDefine and monitor performance metrics and KPIsConduct gap assessments and develop action plans to address themPrepare and manage service level reports with detailed root cause analysis and action plansManage stock availability quotas and coordinate recovery efforts for supply shortagesCoordinate returns with carriers and process related claimsCommunicate effectively with customers regarding current status, gaps, and improvement initiatives Analyze return and claim trends, identifying key drivers and reporting relevant dataCollaborate with stakeholders to resolve return issues and prevent future occurrencesWork with customers, sales teams, and carriers to optimize processes and reduce returnsPartner with 3PL providers to enhance efficiency and reduce costsMaintain and analyze cost-to-service data and contribute to continuous improvement effortsIdentify areas for improvement and propose cost-saving solutionsKeep focus on team management and capabilities developmentWho we are looking for:University degree in Supply Chain or a related fieldExperience in leading customer service department, Food & Beverage background would be preferredProfessional experience in customer-facing roles, with strong knowledge of the Australian FMCG sector Solid understanding of end-to-end supply chain processes, especially from forecasting to delivery Strong exposure to the order to cash process and best practices Strong analytical skills with a focus on insight-driven reportingExcellent interpersonal and stakeholder management skills, including change and conflict resolutionDemonstrated proactivity, accountability, resilience, and effective time managementAbility to perform in a fast-paced environment with consistent, high-quality deliverablesStrong team leadership and people management capabilitiesProficiency in MS Office and strong experience with SAP How to be successful in the role and at Ferrero:Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.