Title:  Customer Support Manager

Drive Growth. Be the Difference.

At DKSH, our mission is to enhance lives by connecting people with exceptional products, services, and insights. As the trusted partner for companies looking to expand their reach in Asia and beyond, we are dedicated to driving growth across our Business Units: Consumer Goods, Healthcare, Performance Materials, and Technology.

We are currently looking for a Customer Support Manager, which is responsible for leading and managing the Customer Support team within the Technology - Scientific Solutions business. This role ensures exceptional customer experience through efficient service delivery, technical support, and process optimization. The position plays a critical role in driving customer satisfaction, retention, and operational excellence.

Key Responsibilities include:

• Manage, coach, and develop the Customer Support team to achieve high performance and engagement
• Ensure timely and accurate resolution of customer inquiries, complaints, and technical issues
• Maintain service level agreements (SLAs) and monitor key performance indicators (KPIs)
• Identify and implement process enhancements to improve efficiency and customer experience
• Collaborate with cross-functional teams (e.g. Sales, Service Engineers, Product Managers, Finance) to streamline workflows
• Oversee technical troubleshooting and support for scientific instruments and solutions
• Ensure team members are trained on product knowledge and compliance standards
• Prepare regular reports on customer support metrics, trends, and improvement initiatives
• Use data insights to drive decision-making and continuous improvement
• Ensure adherence to company policies, regulatory requirements, and quality standards

To be successful you will have:

• Bachelor’s degree in science, Engineering, Business, or related field
• Minimum 5 years of experience in customer support or service management, preferably in scientific or technical industries
• Proficiency in SAP and Salesforce for order management, CRM, and reporting
• Strong leadership and people management skills
• Excellent communication and problem-solving abilities
• Familiarity with CRM systems and customer service tools
• Ability to manage multiple priorities in a fast-paced environment

DKSH is proud to be an inclusive workplace that values diversity. We encourage applications from individuals of all backgrounds, experiences, and identities.

If you're ready to take the next step in your career and be part of a rapidly growing, globally successful company that offers abundant opportunities for career advancement, we invite you to explore this exciting opportunity; please apply online with a Cover Letter and CV.

Please note: To be considered for this position, you must have the legal right to work in Australia.