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Customer Service Manager

3 months ago

Smithfield, New South Wales, Australia 4C Recruitment Full time

Posted

  • 11Mar2024
    Location

Sector

Salary
Annual

Work Type
Full Time

Reference

  • Western Sydney logistics company
  • Lead, motivate and inspire a customer service team
  • Every changing and fast paced work environment
  • Reputable, Australian owned logistics company is seeking an experienced Customer Service leader to join their team. You will be responsible for leading, mentoring and coaching 7 Customer Service Reps working in a proactive KPI driven environment.

Responsibilities:

  • Lead the customer service operation to ensure high quality service to customers
  • Lead and manage freight investigations
  • Provide customers with accurate information and reporting
  • Ensure efficient and effective operations of the customer service department
  • Manage escalations in a professional and proactive manner
  • Train, coach and mentor team to exceed KPI's and deliver exceptional customer service
  • Team rostering and planning
  • Liaise and collaborate with key internal stakeholders and customers
  • Identify continuous improvement initiatives
  • Ensure accuracy of data and CRM compliance including Salesforce and Translogix
  • Provide reporting and analysis

Key Criteria:

  • Proven track record of success working in a leadership role in a customer service environment
  • Experience working in transport & logistics or fmcg highly desirable
  • Strong people management skills and effective leadership
  • Ability to deal with difficult customer situations and provide solutions
  • Strong IT skills including exposure to transport or warehouse management systems
  • Understanding of regulatory environments
  • HACCP
  • Agile, flexible, highly selfmotivated and energetic team builder
  • Ability to achieve deadlines and handle pressure