Customer Service Manager

6 months ago

Melbourne, Australia Toll Group Full time

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge - big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post —

Play a vital role in enabling sustainable, global supply chains with Global Forwarding, Australia and New Zealand. With ongoing job security, enjoy working in a stable and safe environment, where we can be curious and inspired to try new things as we put customers at the centre of everything we do. As a recognised global brand with long-term success, we’re passionate about progress. That means adapting to change and transforming how our customers experience world-class freight forwarding solutions. In an open and inclusive culture, we share our ideas with approachable leaders who clearly communicate our ambitions. Our contribution is recognised with flexibility for balance and opportunities to learn, grow and progress. And we’re always looking out for each other’s wellbeing. We take pride in rising to any challenge to deliver what matters. Like thriving on diverse, challenging, even unordinary projects, while being supported by friendly and positive teamwork.
- The Opportunity:

- Toll Group is searching for a Customer Service Manager to secure business growth, maximise profitability and client retention by maintaining customer satisfaction through the effective management of the Customer Service team.
- This position will be based in Westmeadows, and manage up to 7 direct reports across the customer service team. You will be actively contributing to customer tenders, managing our internal and external stakeholders and be responsible for improving customer service quality.

As the Customer Service Manager, you will be responsible for:
- Efficient and effective allocation, management and development of the Customer Service team-
- Leading staff, developing capability and performance, to secure high levels of staff engagement and low levels of employee turnover-
- Reviewing and improving business operations to maintain an efficient low cost operation, including improving operational process through the successful implementation of SOPs-
- Ensuring compliance, risk management and operational activities in order to support the management in upholding proper corporate governance and compliance of Toll-
- Improving customer service quality by setting service metrics and undertaking service analysis (e.g. via customer feedback, surveys, focus groups, benchmarking, etc) to identify opportunities from which improvement actions are implemented.What We Offer:
- Join a large iconic logistics company, and grow your skillset within the Toll business; utilising succession plans, bespoke online learning and development, and the wider Toll network.-
- Market competitive salary-
- A positive and collaborative work environment-
- Opportunities for professional growth and development-
- Local discounts on services and other special benefits for employees- About You:

- To be successful in this role, you will need:
- Ideally 3 years experience in the freight forwarding industry in a people or customer leadership role.-
- Knowledge using CargoWise1 (CW1) highly regarded.-
- A values mindset aligned with the Toll values (Customer, Teamwork, Accountability, Progress, Integrity).-
- Ambition to succeed and move upwards internally.What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.

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