Experience

Solaris Paper Australia

• Australia
• Paper & Forest Products
• 1 - 100 Employee

• National Customer Service Manager

  • Apr 2021 - Present

  • Manage a team of customer service specialists – Solaris Paper & Sorbent Paper. • Liaise with Business Process leads and owners to collaboratively review and improve Customer Service processes and requirements to ensure alignment between supply and commercial functions. • Continually seek opportunities to improve task streams and opportunities to reduce order processing time. • Engage with the business throughout the integration and implementation of all new projects and system implementations that involve the order process including digitalization (EDI, Portals, CRM). • Maximise every available sales opportunity and assist the sales team to achieve their goals and objectives. • Respond to basic technical questions and resolve problems regarding company products for both internal and external customers. • Take ownership of escalated problems/complaints and ensure closure for the customer. Escalate to the next level, as necessary. • Liaise with internal departments to resolve issues that may impact customers. • Assist with order entry and processing of locally supplied stock or imported direct container orders. • Generate adhoc reports in relation to customers account as requested and to assist with KPI reporting. • Facilitate structured performance and development conversations with team members to enhance individual capabilities. Provide performance feedback and conduct Performance Reviews • Identify, introduce and measure relevant KPI’s that will assist the department with achieving a high level of customer satisfaction. Provide a coaching environment to achieve team KPI’s • Champion and support digital transformation as part of future state for Solaris Paper with EDI, CRM etc. • Promote “work smarter not harder” and be the primary contact for all challenges and opportunities to be able to do more with less and be agile. • Build customer confidence by resolving problems utilising business tools, internal networks, and good business judgement. Show less



Device Technologies

• Australia
• Medical Equipment Manufacturing
• 500 - 600 Employee

• Senior Manager - Customer Engagement

  • Nov 2017 - Jan 2021

  • Manage a team of 30 (including reception) • Develop customer engagement strategy and policies using data and insights. • Further engage existing customers via multiple channels across digital and EDI. • Improve customer service performance and optimise costs across all channels. • Transform and nurture team into a digitally focused customer service team using EDI, B2B, portals and other online applications. • Develop customer service value chains across reverse logistics, capital and consumable segments to optimise cost and service delivery. • Improve customer service levels measured by appropriate channel based KPI’s. • Support IT and Digital teams on the development and execution of online ordering platforms. • Lead in the integration of systems and processes in Business Acquisition projects with minimal impact to the customer. • Produce and execute quality presentations to showcase customer service trends and insights. • Work with internal and external stakeholders to come up with continuous improvement initiatives. • Engage with affiliated businesses (VIC, NZ & SE Asia) to deliver customer service initiatives. • Coach and develop talent across Customer Service team, support training and development. Show less



Linfox

• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Customer Service Manager - Healthcare

  • Jul 2015 - Oct 2017

  • Manage a team of 12 (including Reception). • Implement cross training programs across multiple clients within the business (18 Clients). • Key contact for external customers - clients and their customers. • Build strong and effective relationships with clients. Providing quality customer service to clients and their customers. • Liaise with freight companies regarding delivery queries and issues. • Actively involved with new business implementations and projects. • Ensure systems in place comply with relevant customer and regulatory requirements. • Contribute to setting up systems, communication with internal stakeholders, suppliers and other parties on changes as required. • Responsible for SOP, WI & CSI document reviews, and updates. • Positively contribute to Quality investigations i.e., Non-Conformance Reporting. • Champion electronic commerce & telephony including EDI, Fax servers, phone routing, voicemail, software KPI reporting. • Identify opportunities to streamline the business and reduce customer touch points. • Ensure appropriate action is taken to implement the Occupational Health & Safety Policy, health and safety procedures and legislative requirements. • Participate in the resolution of safety issues. Review health and safety related reports and take appropriate action. • SAP Superuser - ECC Sales & Distribution Module (order to cash). Show less



Knorr-Bremse AG

• Germany
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Customer Service Manager - CVS (Contract)

  • Mar 2015 - Jul 2015

  • Manage and lead the Customer Service CVS team of 3. • Management of Warranty Process – database, returns, warranty labor costs and timely processing of claims. • S&OP mapping & documenting, identifying process improvement areas and team training requirements. • Build collaborative relationships with Key Customers. • Maintain CRM and SAP customer master data including pricing matrix, customer profiles, ship to and sales channels. • Customer backorder review and supply in-line with company and customer expectations. • Management of the credit claim and returns process. • Triage of Customer Service Inbox – directing all emails and ensuring action taken. • Handle phone enquiries and resolve call escalation process. • Training new staff members. • SAP Key user. Show less



iNova Pharmaceuticals

• Singapore
• Pharmaceutical Manufacturing
• 300 - 400 Employee

• SAP - Sales & Distribution Project Lead

  • Apr 2014 - Dec 2014

  • S&D Lead in SAP Project - New SAP ERP System implementation within Sales and Distribution, Supply Chain Management and Finance.• 3PL implementation & transition (DHL Logistics), change of ERP system from SAP to DHL Manhattan system.• Consignment Stock Management – 4PL - Direct to Market (DHL Logistics).• EDI (Electronic Data Interchange) and B2B (Business to Business implementations).• Subject Matter Expert - Customer Service and SAP Sales & Distribution.• SAP Super User - Sales & Distribution, Forecast to Stock & BW.• SAP Super User Customer Master Data.• Preparation and coordination of testing, supporting and guiding Key Users and End Users.• Preparation of Work Instructions and Training Material for End User training and handover.• Navigation training to New SAP End Users - transitioning from Legacy BPCS to the New SAP.• SAP Pricing Master Data - partaking in pricing key combinations and conditions setup.• Customer Relationship Management.• Change Management.• Process Improvement - Customer Service and Supply Chain. Show less

• Customer Service Manager - Domestic & Export

  • Aug 2011 - Mar 2014

  • Manage CS Domestic & Export team of 3 and Bausch & Lomb CS team of 7.• Lead Integration of CS processes and ERP system for iNova and Bausch & Lomb.• Manage consumer complaint calls to resolution (before QA intervention).• Manage all Sales & Distribution processes ensuring customer satisfaction and maintain high level DIFOT.• Manage the credit claims process - returns & short shipments in conjunction with AR department & DHL 3PL.• Coordinate all outbound warehouse & logistics requirements with DHL 3PL for domestic & export.• Oversee the DHL 4PL – Direct to market - consignment stock processing of sales orders and the returns process .• Manage export permits and country specific requirements (both commercial and regulatory).• Assist Master Data Specialist – Material, Customer, Pricing and Material Determination.• Subject Matter Expert – Sales and Distribution in all projects, upgrades and strategy building for Customer Service and/or Supply Chain.• Represent Supply Chain in Brand/Business acquisitions. Show less



SC Johnson

• United States
• Manufacturing
• 700 & Above Employee

• SAP Customer Service - Business Process Consultant

  • Jan 2010 - Dec 2010

  • Primarily responsible for the delivery of order-to-cash requirements of the subsidiary clients and implementation of customer service functions of the countries supported by the SSC Manila - Philippines, Malaysia, Vietnam, Singapore, Thailand, ANZ etc. • Assist as Acting Order-to-Cash Implementation Lead in meetings or workshops. • Conduct training courses on OTC sub processes for CSRs from SSC as well as Local Country End Users. • Create, maintain and prepare training material for various OTC sub processes. • Create proficiency tests for OTC training courses – capture & track orders, pick pack ship and manage returns and recalls. • Resolve complex & abnormal local country or SSC Customer Service issues as well as process improvement activities. • Creation of new SAP composite roles for the SCJ India business with a complex setup and infra-structure. • Prepare transition guides for each country and present to country leadership teams. Show less



SC Johnson

• United States
• Manufacturing
• 700 & Above Employee

• Customer Service Manager & OTC Project Process Lead - Australia

  • Jul 2002 - Nov 2009

  • Oversee Customer Service Department • Manage and Lead a Customer Service team of 4. • Oversee Customer Credit Claim Process – returns & short shipments. • Pricing analysis and validation – gross sales at list, logistics and trade discounts. • Validation of rebate conditions – during set up of new customers. • Build effective & positive relations with internal/external customers. • Resolution of complex & abnormal issues as well as process improvement activities. • Coordinate & prepare new product development launches – for speed to market tracking. • Process Lead Project – Customer Service Australia transition to Share Service Centre Manila • Process Lead Project – SAP Implementation for SCJ Australia. • SAP Superuser for OTC, FTS, Customer Master Data and BW (Business Warehouse). Show less