Are you a people-first leader with a passion for delivering exceptional service? Do you thrive in dynamic environments where your decisions have a real impact? We’re looking for a proactive and strategic Customer Service Manager to lead service excellence within a fast-paced freight management and logistics organisation.

About the Opportunity

This is more than just a service desk role. You’ll be the driving force behind customer satisfaction, overseeing all aspects of service delivery, issue resolution, and continuous improvement in a high-volume transport environment. You'll empower a small team, shape culture, and collaborate closely with operations, finance, and business development to deliver on our customer promise.

What You’ll Do

• Champion a high-performance, “can-do” customer service culture.
• Lead and continuously improve customer support processes and systems.
• Manage customer queries from initial contact to resolution—including transport orders, PODs, returns, and damage claims.
• Build strong relationships with key clients, internal teams, and carriers.
• Develop scalable service offerings for existing and new customers.
• Support onboarding and seamless integration of new client accounts.
• Navigate demand spikes and exceptions with agility and precision.
• Ensure compliance with safety, quality, and service standards.

You’ll Lead

• A small, growing team of dedicated customer service professionals.
• Internal alignment between customer support, operations, and finance.

What You’ll Bring

• A background in road transport or logistics operations (highly regarded).
• Proven experience in customer service management within an operational, high-volume environment.
• Strong understanding of transport order management systems and workflows.
• High-level communication skills and ability to adapt to a variety of customer needs.
• Analytical mindset with excellent judgment and problem-solving ability.
• A proactive, hands-on leadership style and team-first attitude.

Bonus if you have:

• Key account management or business development experience.
• Exposure to customer portal or claims/returns systems.
• A relevant tertiary qualification (or equivalent industry experience).

What’s in It for You?

• Join a purpose-driven organisation focused on simplifying freight.
• Be part of a growing and innovative business.
• Contribute to an environmentally responsible and tech-forward industry.
• Enjoy a role with autonomy, growth, and impact—right at the customer frontline.