Customer Service Manager

OX Tools Global

Lead ANZ Customer Service and Order Management operations, ensuring exceptional service and sales performance across OX Group ANZ.

Posted 5/14/2026full-timePhilippines • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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)
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
Own complex escalations across departments
Produce reports across AU, NZ, and UK operations
Track bi-hourly: Pending orders Held orders Open cases
Conduct call and email quality evaluations
Monitor and improve NPS results
Collaborate with TIG and internal stakeholders

Requirements

What you’ll need

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

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

order managementlogisticsinvoicingorder processingreportingcustomer serviceescalation managementmulti-region team managementdata analysisquality evaluation

Soft Skills

leadershipcommunicationstakeholder managementanalytical skillsproblem-solvingcustomer relationship managementcollaborationproactive communicationconflict resolutionteam management