Customer Service Manager

2 months ago

Smithfield, Australia 4C Recruitment Full time

**Posted**
- 11-Mar-2024**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 self-motivated and energetic team builder
- Ability to achieve deadlines and handle pressure

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