PRIMARY OBJECTIVE
The Customer Operations Manager ensures the seamless execution of the Hazeldenes sales cycle—from order receipt to final delivery. This role provides high-level operational support to Major Account Managers (Woolworths, Coles, Aldi) and leads the internal Customer Operations Team which is responsible for the operational health of customer orders, requests and service outcomes. A primary focus is the proactive communication and coordination between Sales, Sales Operations, Warehouse and Logistics to deliver strong DIF/OTIF performance, clear customer communication, and seamless order execution for key customers ensuring Hazeldenes maintains its reputation for industry-leading service levels.
KEY RESPONSIBILITES
Leadership
- Team Management: Responsible for employee management including but not limited to; conducting performance appraisals based on individual KPI targets, performance management and provide coaching and guidance to all team members. Recruitment as required.
- Customer Relations: Lead your team to ensure strong relationships are built with our customers to understand their needs and ensure their success with Hazeldenes.
- Chain of Responsibility (CoR): Ensure the customer service team understands and adheres to basic logistics compliance and documentation standards and understands the impacts certain decisions can
- Continuous Improvement: Proactively review all functions within the scope of this role and recommend improved processes or solutions to ensure we are always delivering high quality frictionless customer outcomes business outcomes.
Customer Operations Coordination
- Order Management: Oversee the accuracy of orders, Retail Customers may have portals that these are managed through. In week order tracking to provide the relevant Account Manger with detailed information to support customer interactions
- Customer Data Entry and Administration: Support dedicated Account Managers by managing the administrative data changes that may need changing within our systems or report.
- Shortage Management: In the event of production shortfalls, lead the communication strategy to redistribute stock fairly across retail and wholesale channels according to business priority provided. Communicate clearly these decisions/actions to the customer.
- Delivery Troubleshooting: Act as the primary escalation point for daily logistics "friction," including vehicle delays, driver issues, or rejection at the customer’s DC.
- Cross-Functional Communication: Provide real-time updates to the Sales Operations and Account Management teams regarding transport delays or shortages that impact key customers.
- Claims Management: Oversee the investigation and resolution of delivery-related claims (e.g., temperature issues, transit damage) to identify root causes and prevent recurrence.
OH&S / Quality Systems
- Work closely with the People and Performance Manager and Occupational Health and Safety Team to ensure all members of responsibility of this role are aware of safety requirements, both legislative and Hazeldene’s policies/procedures, to provide a safe workplace for our employee.
- Maintain and support a superior safety and housekeeping program, including all timely communication initiatives
- Promote the proactive reporting of workplace hazards identified during the course of work to the appropriate person, following standard operating procedures
- Assist the OH&S Manager to implement Occupational Health and Safety, aiming to eliminate injuries
- Responsible for performing a designated role in emergency events to ensure the continuity of Hazeldene’s services in the event of an emergency.
Disclaimer: The duties and responsibilities outlined above are not exhaustive and may change from time to time based on business needs. Employees may be required to perform additional tasks as directed by management.
