Benefits

• Supportive Leadership
• Flexible work arrangements
• Career advancement opportunities
• Opportunity for continuous improvement

The Company

As a premier provider of third-party (3PL) logistics solutions, this organisation offers comprehensive services in multi-user facilities, warehousing, and transportation. With a commitment to operational excellence and customer satisfaction, they provide tailored logistics solutions that meet the dynamic needs of their clients.

The Position

In this leadership role, you'll manage the Customer Service & Administration team, ensuring smooth operations, exceptional customer service, and cross-functional alignment with transport, warehousing, and offshore teams. You'll also drive process improvement, champion team development, and play a key role in service delivery for our major distribution clients.

Responsibilities will include:

• Develop, coach, and lead the customer service team, fostering a culture of service excellence
• Manage multiple stakeholders to ensure efficient service delivery and high-quality outcomes
• Oversee staffing, onboarding, cross-training, and succession planning
• Act as the main point of escalation for customer issues and service disruptions
• Ensure effective order processing, TMS data integrity, and task execution
• Host customer service reviews and lead client onboarding for 4PL accounts
• Identify performance data to drive improvement initiatives in collaboration with wider team
• Ensure compliance with WH&S, internal policies, and client-specific SLAs
• Support system upgrades, integrations, and the development of SOPs

The Candidate

The successful applicant must be an experienced leader with a strong customer-centric focus, a keen ability to identify shortfalls and upskill the team, and a natural talent for inspiring high-performance teams.

• Proven leadership experience in Customer Service
• Strong communication skills, with expertise in escalation management, and stakeholder engagement
• Demonstrated ability to manage multiple stakeholders effectively
• Comfortable working in a dynamic changing environment
• Highly proficient in in Microsoft Office Suite including Excel and PowerPoint
• Experience with Transport Management Systems (TMS)
• High attention to detail, strong commercial acumen, and problem-solving mindset
• Collaborative and solutions-focused, with a passion for continuous improvement
  

If you have the above experience, please Apply now! or call Lauren Toledo on 03 9088 2279 for a confidential discussion.