Share Service -Orders & Resolve Manager

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.

• Drive team engagement.

• 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.