Customer Service Manager / Logistics Focused in Sydney

Location: Full-time role based in Padstow, NSW.

Company Overview:

Williams Logistics is a growing Third-Party Logistics (3PL) company based in Padstow, Sydney, specializing in efficient and innovative supply chain solutions. As one of the first logistics companies to achieve B Corp status in Australia, we are committed to sustainability and delivering exceptional value to our clients. With the recent introduction of automation, we are positioned for a transformational growth period.

About the role:

As the Customer Service Manager at Williams Logistics, you will be responsible for leading, managing and ensuring exceptional customer experience. Your knowledge and understanding of 3PL logistics will be vital to this exciting role. Your role will be critical in creating long-term customer relationships, resolving all enquiries, in a timely and proactive manner. You will be instrumental in driving continuous improvement and enhancing the overall quality of our customer service operation.

What you'll be doing:

• Develop a team of customer service representatives to deliver high-quality support to our clients.
• Manage the daily operations of the customer service department, including monitoring performance, setting targets, and implementing process improvements.
• Serve as the primary point of contact for escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Analyse customer feedback and data to identify areas for improvement and implement strategies to enhance customer satisfaction.
• Collaborate with other departments to align customer service initiatives with the company's overall business objectives.
• Provide coaching and mentoring to your team, fostering their professional development and growth.
• Ensure compliance relating to customer KPI's, relevant regulations, policies, and procedures within the customer service function.

What we're looking for:

• Extensive experience (5+ years) in a customer service management role, preferably in the retail or logistics industry.
• A key focus of the role is to contribute during customer meetings, ensuring a high-level and quality customer experience.
• Proven track record of leading and motivating a team to achieve exceptional customer service outcomes.
• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
• Excellent communication and interpersonal skills, with the ability to effectively liaise with both customers and internal stakeholders.
• Proficient in the use of customer relationship management (CRM) systems and data analysis tools.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs.
• Relevant tertiary qualifications in business, customer service, or a related field are highly desirable.

What we offer:

At Williams Logistics, we are committed to creating a positive and supportive work environment for our employees and their families. In addition to a competitive salary, we offer a range of benefits, including 24/7 access to healthcare via our all-in-one EAP.