Border Express currently has an exciting opportunity available for an experienced and motivated Customer Service Supervisorto join the team at our Tullamarine Branch.
Duties:
- Handle complex and escalated customer service issues and use appropriate communication channels to further escalated and/or address to ensure customer satisfaction
- Promote responsible use of approved AI tools and technology to support service quality, efficiency, reporting and decision making in line with company policy and data protection requirements
- Work across functions (Account Management, New Business, Operations) to ensure customer service requirements are understood, planned and resourced during the onboarding period and ongoing.
- Ensure all customer enquiries and proactive communication are actioned in a timely manner and within KPIs - in line with Border Express work processes and guidelines.
- Lead and coach your team to deliver KPIs, ticket and call quality and data integrity within the company CRM and telephony system
- Actively encourage your team to provide feedback and ideas with a focus on continuous improvement
- Undertake employee leadership and management including recruitment, team development, 1:1s, succession planning and the delivery of performance reviews and support to drive ongoing team member professional development
- Attend and participate in daily Customer Service and Operational meetings
- Develop, and guide your team to develop effective and positive working relationships with all internal and external stakeholders:
- Complete all reports including but not limited to; daily team member KPI performance, tickets, discrepancies, management and operational reporting
Skills and Experience:
- Leadership experience: people and budget
- Background in and understanding of the transport industry
- Professional experience in customer service
- Experience working with customers via email and telephone, with the ability to maintain professionalism and sensitivity on all correspondence
- Experience working with a CRM preferred
- Good PC skills, experience in Microsoft Office suite, company ERP and/or transport management system
Get to know Border Express:
At Border Express we're committed 100% to providing the very best supply chain services for Australia. Our business is working towards a fully supported regional network model to be the best carrier out to regional Australia with full visibility.
We are an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We are committed to achieving a diverse workforce and strongly encourage applications from all cultures, languages, abilities, sexual orientations, gender identities.
We work hard to create a safe and inclusive environment for all. We encourage and support our team members to grow their careers with Border Express, by providing ongoing opportunities and development to grow and make a real difference.
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Customer Service Supervisor in Melbourne employer: Border Express Pty Ltd
Border Express is an excellent employer that prioritises the well-being of its employees by offering a supportive work culture and modern equipment for our MC Tug Drivers. With opportunities for professional growth and the benefit of working locally, you can enjoy a fulfilling career while being home every night, making it an ideal choice for those seeking meaningful employment in the transport industry.
