**About Us**
The Sorbent Paper Company, a leading tissue supplier in Australia since 1952, is at the forefront of innovation and sustainability in the global paper industry.
We pride ourselves on our collaborative approach and resilience, ensuring consistent delivery of Australia's favourite tissue products.
Our long-standing relationships with retailers are built on trust, upholding a solid foundation of customer satisfaction.
**Join Our Team**
We welcome talented individuals to join us and contribute to our growth.
**About The Role**
The Customer Service unit plays a key role in enhancing the Sorbent profile through exceptional communication, service, and branding, serving as the voice of the customer within the organization.
This position involves providing outstanding frontline customer service experience through dynamic leadership and coordination of the Customer Service function for the entire business.
**Key Responsibilities**
1. Lead and manage a team of customer service specialists for Sorbent and Solaris Paper, fostering a collaborative environment.
2. Work with Business Process leads to review and enhance customer service processes, ensuring alignment between supply and commercial functions.
3. Identify opportunities to improve task streams and reduce order processing time for efficiency.
4. Collaborate on new projects and system implementations related to order processes, including digitalization initiatives like EDI and CRM.
5. Maximize sales opportunities by assisting the sales team in achieving their goals and addressing customer inquiries and technical issues.
6. Take ownership of escalated problems/complaints and ensure closure for the customer; identify, introduce, and measure relevant KPI's that will assist the department with achieving a high level of customer satisfaction.
7. Support and promote digital transformation initiatives to enhance operational agility and customer service effectiveness.
**What Will Make You Successful**
* Formal Qualifications: Degree in Information Systems, IT, Business, or Finance.
* Relevant experience in IT and business administration (desirable).
* Training/Professional Development: Experience in FMCG business processes.
* SAP implementation experience and broad exposure to full ERP (SAP).
* Skills in team and functional management, project management, and commercial negotiation.
**What's In It For You**
* FREE monthly product allocations.
* Opportunity to work for an iconic household brand in the FMCG industry. Our people, surrounding communities, and brands are at the center of our business.
* You will be part of a team that designs and makes established and recognized products used in homes across Australia every day.
* Come and join us to be part of this success story.
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