ANZ Customer Service Manager

The ANZ Customer Experience Manager is responsible for the overall success of Customer Service and Inside Sales functions across OX Group ANZ. 

This role ensures: 

Consistent achievement of KPIs  

Delivery of exceptional customer experiences  

Contribution to overall sales performance  

The position plays a key leadership role in driving operational excellence, motivating teams, and strengthening customer loyalty across all markets. 

Role Overview 

This role leads end-to-end customer service and order management operations across Australia and New Zealand. 

Key focus areas include: 

Customer-facing team leadership  

Complex order processing & bulk orders  

Marketplace (Amazon) order management  

Reporting, analytics, and escalations  

The role works cross-functionally with: 
Warehousing, TIG,/Carriers  Accounting, Sales, and Marketing to ensure seamless operations, proactive communication, and continuous improvement. 

Key Responsibilities

Order Management

Lead Customer Service and Order Management teams  

Oversee order entry (estimates, quotations, bookings)  

Ensure accurate and timely local & international deliveries  

Conduct daily, weekly, and month-end order/invoice checks  

Manage bulk and marketplace orders (Amazon, portals)  

Customer Communication & Experience

Ensure proactive communication for delayed/impacted orders  

Handle customer enquiries, complaints, and service issues  

Support national accounts and buying groups  

Manage senior-level customer escalations  

Case & Escalation Management

Lead Case Customer Service team  

Own complex escalations across departments  

Identify trends and implement process improvements  

Reporting & Analytics

Produce reports across AU, NZ, and UK operations  

Track bi-hourly:  

Pending orders  

Held orders  

Open cases  

Deliver weekly performance analytics aligned with:  

Tax Time promotions  

Seasonal campaigns  

Back-to-Work initiatives  

E-commerce & Dealer Portal activity  

Performance Monitoring & QA

Conduct call and email quality evaluations  

Monitor and improve NPS results  

Lead customer recovery actions  

Coach and mentor team members  

Drive continuous improvement in:  

Case management  

Complaints handling  

Order accuracy  

Cross-Functional Collaboration

Work with warehouse teams to improve delivery KPIs  

Collaborate with TIG and internal stakeholders  

Act as the voice of the customer across the business  

Returns & Quality Control

Oversee RTS (Return to Sender) processes  

Review POD/PDA documentation  

Ensure returns meet quality and compliance standards  

Skills & Experience 

Essential 

Proven leadership in Customer Service / CX / Order Management  

Strong knowledge of logistics, invoicing, and order processing  

Experience handling high-level escalations  

Strong analytical and reporting skills  

Experience managing multi-region teams  

Excellent communication and stakeholder management  

At least 3 years experience in ANZ accounts/companies  

Desirable 

Experience with bulk, national accounts, or Amazon orders  

Exposure to QA, NPS, and KPI frameworks  

Experience supporting marketing campaigns  

Key Performance Indicators (KPIs) 

NPS: ≥ 40  

Order Accuracy: 98%  

Average Case Resolution Time: ≤ 48 hours  

Open Cases: ≤ 5  

Call & Email Quality: 98%  

Credit Adjustment: 1.8  

Calls Taken: 98%  

Tools & Systems 

NetSuite  

AI Tools  

Amazon Vendor Central  

Microsoft Office  

3CX