Customer Service Manager

     

JOB DESCRIPTION:

​About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.  Our Rapid Diagnostics division is about providing innovative ways to screen, diagnose and monitor a vast range of health conditions with greater speed, accuracy and efficiency.  Abbott's rapid diagnostic tests allow healthcare professionals and their patients to get same-day results. For healthcare workers, this means they can diagnose and advise their patients in a single office visit. For patients, quicker results means earlier treatment, less anxiety, less time and money spent on repeat doctor visits and a faster return to good health.

 

The Role

We are seeking an experienced and passionate Customer Service Manager to lead our Customer Service team based in Macquarie Park, NSW.  Reporting to the Supply Chain Manager, this role is responsible for managing customer service operations across domestic and export order processing, driving customer satisfaction, developing high-performing teams, and delivering operational excellence.

This role offers the opportunity to make a significant impact on customer experience, business performance, and team engagement.  You will act as a key business partner across Sales, Supply Chain, Logistics, Finance, Quality, and Commercial teams while championing a culture of customer excellence and continuous improvement.

 

Key responsibilities

• Lead and manage the Customer Service team to deliver exceptional service standards and customer satisfaction.
• Oversee domestic and export sales order processing, ensuring accuracy, efficiency, and compliance.
• Provide hands-on support for complex customer orders and customer-related issues.
• Serve as the primary escalation point for complex customer enquiries, order processing issues, shipping concerns, and service disruptions.
• Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and scalability.
• Monitor and analyse customer feedback, service metrics, and operational performance to identify improvement opportunities.
• Establish, monitor, and report on customer service KPIs and performance measures.
• Maintain business continuity plans and ensure adequate resources and support structures are in place.
• Champion best practices across ERP, CRM, EDI, and order management systems, including SAP and Salesforce.
• Build and maintain trusted relationships with customers, suppliers, third-party logistics providers, and internal stakeholders.
• Lead, coach, mentor, and develop a high-performing Customer Service team.

 

What we’re looking for:

You are an experienced customer service leader who combines strong operational expertise with a passion for developing people and delivering outstanding customer experiences. You thrive in fast-paced environments, enjoy solving complex problems, and have a track record of driving service improvement initiatives.

In addition, you will have:

• Minimum 5 years' experience in customer service operations with a minimum 2 years' experience in a supervisory or leadership role.
• Demonstrated success leading and developing customer service teams.
• Experience working with ERP systems, preferably SAP.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and lead through change.

 

This is an opportunity to be part of a collaborative and purpose-driven organisation where customer service excellence is valued and recognised. You will work alongside experienced professionals in a supportive environment that encourages continuous learning, professional development, and process improvement. 

 

We also provide some fantastic benefits for our employees such as:

• Discounted Healthcare
• Access to Fitness Passport
• Discounted Shares program
• Learning and development opportunities
• Onsite parking and a barista‌

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Customer Service

     

DIVISION:

ID Infectious Disease

        

LOCATION:

Australia > Macquarie Park : 299 Lane Cove Road

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Not specified

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)