Customer Service Manager
abbott
Customer Service Manager
abbott· 1225 Abbott Australasia Pty Ltd
About this role
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/AIn 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)
Frequently Asked Questions
Is the salary disclosed for the Customer Service Manager position at abbott?
The salary for this Customer Service Manager role at abbott is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Service Manager position at abbott located?
This Customer Service Manager role at abbott is based in Australia - New South Wales - Eastwood. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Customer Service Manager role at abbott full-time or part-time?
This is listed as a Full time position. It is posted as a Customer Service Manager role in the 1225 Abbott Australasia Pty Ltd department at abbott.
Which team or department does the Customer Service Manager at abbott belong to?
This Customer Service Manager position is part of the 1225 Abbott Australasia Pty Ltd department at abbott. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Service Manager position at abbott?
Click the "Apply Now" button on this page. You will be redirected to abbott's official application portal hosted on workday where you can submit your application directly.
When was the Customer Service Manager job at abbott posted?
This Customer Service Manager position at abbott was posted on Sep 22, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Service Manager
abbott
You'll be redirected to abbott's official application page on Workday.