Job description

Customer Care Manager
Frenchs Forest, NSW | Full-Time Permanent | $95K + Super Lead a customer care function supporting hospitals, healthcare professionals, and life-changing outcomes. Australian Biotechnologies is seeking an experienced Customer Care Manager to lead and develop the Customer Care function within a specialised healthcare environment. This is an exciting opportunity for a customer-focused leader who enjoys improving processes, developing teams, managing complex customer requirements, and driving operational excellence. Reporting to the Customer Operations Manager , you will oversee the day-to-day performance of the Customer Care team, ensuring exceptional customer service, effective order management, and timely resolution of customer and stakeholder enquiries.
What's on offer:

$95,000 base salary + super to commence
Opportunity to progress to $115,000 base salary + super upon successful completion of probation Permanent full-time opportunity with Australian Biotechnologies

About the Role
You will be responsible for:

Leading, coaching, and developing the Customer Care team to deliver exceptional service outcomes Managing daily workflow, workload allocation, and team priorities Acting as the escalation point for hospitals, key customers, and complex customer enquiries Reviewing open orders, identifying delays or risks, and driving timely resolutions Maintaining and improving Customer Care processes, SOPs, and workflows Monitoring KPIs, reporting trends, and identifying opportunities for continuous improvement Collaborating with Sales, Warehouse, Supply Chain, Demand Planning, and Operations teams to resolve customer issues Supporting system improvements, reporting enhancements, and process automation opportunities

About You
You will bring:

3-5 years' experience within customer service, order management, customer operations, or a similar environment Previous experience leading, supervising, or mentoring a customer service team Strong problem-solving skills with the ability to manage competing priorities Experience within healthcare, medical devices, manufacturing, or supply chain environments (highly desirable) Strong reporting capability with experience using Excel and ERP systems Excellent communication skills with the ability to build strong internal and external relationships

Why Join Australian Biotechnologies?

Make a meaningful impact supporting healthcare outcomes across Australia Lead a critical customer function within a specialised medical manufacturing organisation Work closely with hospitals, healthcare professionals, and key industry stakeholders Opportunity to drive process improvements and shape customer operations

If you are an experienced customer operations leader looking to take the next step in your career within the healthcare sector, we would love to hear from you.

At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people. We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at or visit hoban.com.au/adjustments for additional contact details. Please click here to apply.