We are seeking an experienced and hands-on Customer Service Manager to lead our Customer Service team within a fast-paced Third-Party Logistics (3PL) environment. Reporting to the General Manager, you will own the end-to-end customer experience – from day-to-day service delivery and escalations through to KPI performance, service reviews and continuous improvement. This is a key leadership role working closely with Warehousing, Transport, Operations and Projects to make sure our customers receive accurate, timely and professional service. You will balance hands-on leadership of the team with a focus on improving processes, systems and service standards as the business grows.
Key responsibilities
- Lead, coach and develop the Customer Service team, building accountability, structure and a high-performance culture
- Manage daily workloads, priorities and open customer cases to ensure timely resolution
- Act as the key escalation point for complex customer complaints, service failures and operational issues
- Monitor and report on response times, service levels and team KPIs, and take action where targets are not being met
- Manage customer relationships, including regular service reviews and performance reporting
- Support new customer onboarding, working with Operations and Projects to set up service requirements and workflows
- Identify recurring issues and drive root-cause analysis and corrective actions
- Ensure customer service activities meet compliance requirements, including HACCP, ISO 9001:2015, WHS and customer-specific operating standards
- Improve customer service processes, systems and workflows, working with internal IT on reporting and efficiency improvements
- Maintain accurate CRM records and strong follow-up on all customer communications
About you
- Proven experience leading a customer service, contact centre or customer operations team, ideally within 3PL, transport, logistics or supply chain
- Strong leadership skills with the ability to motivate, develop and hold a team accountable
- Experience working to KPIs and service level agreements, including performance reporting
- Confidence managing escalations and difficult conversations with customers and internal stakeholders
- Strong problem-solving and decision-making skills, with a focus on fast and effective solutions
- Exceptional written and verbal communication and stakeholder management skills
- Ability to manage time-critical priorities in a high-volume, fast-paced environment
- Understanding of quality and compliance frameworks; experience in regulated food environments (HACCP) highly regarded
- Hands-on, lead-from-the-front approach with a continuous improvement mindset
Circa $90K -110K + Super (Based on Exp)
Full-Time position – 38 hours per week
Based in Ingleburn NSW, with undercover parking provided
Casual, relaxed and collaborative working environment, work life balance
Opportunity to shape customer service performance and processes across a growing business
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