Customer Service and Express Team Leader

5 months ago

Sydney, Australia Pacific National Full time

**Customer Service and Express Team Leader**
- ** Join a secure industry providing essential services Australia wide**:

- **Progressive and sizeable business on growth trajectory**:

- ** Permanent opportunity based at our Sydney Freight Terminal**

**About us**

Pacific National (PN) is the largest private provider of diversified rail freight services in Australia. We haul a variety of freight including coal, intermodal containers, steel, and a range of bulk commodities and materials that keep the region’s economy, businesses and households running. We are a company built on solid foundations and we are incredibly proud of the essential role we continue to play supporting Australia’s supply chain. At Pacific National, we take great pride in delivering our best every day and have a relentless focus on customer service and place **safety above all else**.

We operate nationally with approximately 3,500 staff in over 90+ sites across Australia. We respect and care for the communities in which we operate and continue to evolve our community engagement and strengthen relationships through partnerships and investment. We are focused on reducing the carbon emissions of our business, while also enabling the reduction of carbon emissions in the broader supply chain to support the National targets.

**About the role**

The Customer Support team operates in a matrix style environment and are part of the national Commercial team within the Intermodal Division. The Intermodal Division is responsible for freight forwarding services which includes general interstate forwarding activities, as well as specified freight services such as express, refrigerated services, steel, and specialist services to the automotive industry. The Intermodal division covers a geographically diverse area with operations including terminals and depots in all mainland States in Australia. This team plays a key role in influencing what customers continue to think of Pacific National as their first-choice rail provider. As the conduit between Pacific National and our customers, the role of this team is impactful and valued.

Our Customer Support team is focused on continually developing a deep understanding of our customers business requirements and providing a solution focussed approach which contributes to fostering a strong partnership culture. In addition to this, our Customer Support team leverage their in-depth knowledge of the Pacific National business to continually solicit process improvement initiatives to ensure the delivery of an efficient and effective high-quality service. The partnership culture contributes directly to the customer experience and in turn supports our revenue growth strategy.

We are seeking a professional Team Leader who leads by example to provide guidance, coaching and direction to up to 6 team members, ensuring that work plans are developed that considers team capabilities, strengths and opportunities for development.

Reporting into the Customer Service Principal, key responsibilities of the Customer Support Team Leader include:

- Define and clearly communicate roles and responsibilities to achieve team outcomes, sharing clear performance standards and expectations as well as progress updates and regular feedback
- Express a sense of purpose and coach others how to link organisational strategy with operational outcomes
- Identify barriers to change, creating and implementing strategies to address these
- Foster teamwork by working together and cooperatively; encouraging; recognising and rewarding those behaviours in others
- Encourage peoples input and seek others contribution
- Share information with key stakeholders internally and externally
- Anticipate the needs of our customers and community, influencing and overseeing the delivery of prompt and professional services to ensure a seamless customer experience
- Use appropriate strategies to resolve conflicts and complaints from customers, addressing concerns quickly using appropriate controls and protocols
- Manage all customer enquiries with a lateral thinking and solutions focussed mindset
- Actively seek to understand our customers business requirements and confidently align their needs with a suitable Pacific National service offering
- Maintain expert knowledge of capacity and asset utilisation for Intermodal customers
- Actively engage with customers to solicit feedback on process improvement opportunities, document, and report on these opportunities.
- Actively promote logistics systems usage including actively identify opportunities to coach customers and team members on the system

**About you**

With a strong customer service track record, you will be an experienced Team Leader of a busy Contact Centre or Customer Service environment. You will have a genuine passion for providing a high level of customer service and will be committed to providing on going mentoring and development to ensure your team do the same. You will ideally have worked

  • Customer Service Team Leader

    3 months ago

    Sydney, Australia Boral Construction Materials Full time

    Customer Service Team Leader **Division**: Boral Constr Mat Limited **Department**: Overhead Nsw Act **Work type**: Permanent - full time **Location**: Sydney Are you a natural leader with a passion for delivering exceptional customer service? Exciting opportunity to join Boral, an Australian owned and industry leader, based in North Ryde as a Customer...

  • Operations Support Officer

    3 weeks ago

    Sydney, New South Wales, Australia Team Global Express Full time

    About the RoleAs an Operations Support Officer at Team Global Express, you will play a vital role in assisting with the daily delivery tasks for our clients. Your responsibilities will include supporting day-to-day operations, coordinating Ad-Hoc jobs, daily pick-ups, and deliveries from stores. This role is based in our Albury site, working Monday to...

  • Customer Service Team Leader

    3 months ago

    Sydney, Australia BORAL Full time

    Are you a natural leader with a passion for delivering exceptional customer service? Exciting opportunity to join Boral, an Australian owned and industry leader, based in North Ryde as a Customer Service Team Leader! Your next opportunity: In this fast-paced and rewarding position, you will take on a hands-on leadership role, guiding and mentoring a team of...

  • Team Leader

    3 weeks ago

    Sydney, Australia American Express Full time

    You Lead the Way. We’ve Got Your Back.With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a...

  • Storeperson - Inventory Management Specialist

    3 weeks ago

    Sydney, New South Wales, Australia Team Global Express Full time

    About the RoleAs a Storeperson with Team Global Express, you will be responsible for the efficient operation of our Equipment Workshop. This includes providing all necessary parts and administration functions, ensuring stock is always held between minimum and maximum quantities, and maintaining the safe and secure storage of inventory.Key Responsibilities...

  • Registry Team Leader

    3 months ago

    Sydney, Australia NSW Department of Customer Service Full time

    **Registry Team Leader** **Clerk Grade: 7/8** **Employment type: up to 4 x full-time ongoing opportunities** **Principally office based in Pyrmont, Sydney with limited hybrid working arrangements.** **This role leads one of five teams in the Civil Registration Services within the NSW Registry of Births, Deaths and Marriages. **About the Registry** The NSW...

  • Operations Supervisor

    3 weeks ago

    Sydney, New South Wales, Australia Team Global Express Full time

    Job SummaryAs a key member of the Branch Operational Team, you will play a vital role in ensuring the team has the necessary resources to perform daily activities. This includes providing operational reports to the Supervisor and Operations Manager, as well as supporting customers at the front counter with queries and freight solutions duties.Main...

  • Customer Service Team Leader in Sydney

    3 weeks ago

    Sydney, New South Wales, Australia Boral Full time

    Are you a natural leader with a passion for delivering exceptional customer service? We have an exciting opportunity for a Customer Service Team Leader to join our team at Boral, an Australian owned and industry leader, based in North Ryde.Your next opportunity:In this fast-paced and rewarding position, you will take on a hands-on leadership role, guiding...

  • Customer Service Team Leader

    5 months ago

    Sydney, Australia HILTI Full time

    WHAT'S THE ROLE? We are seeking an exceptional Customer Service Team Leader to join our warm and friendly customer service team in the Rhodes Corporate Park. You will be responsible for achieving goals in the development of customers through telephone sales and developing the customer service team. WHO IS HILTI? Hilti is where innovation is improving...

  • Customer Service Team Leader in Sydney

    3 weeks ago

    Sydney, New South Wales, Australia Boral Full time

    Are you a natural leader with a passion for delivering exceptional customer service? Exciting opportunity to join Boral, an Australian owned and industry leader, based in North Ryde as a Customer Service Team LeaderYour next opportunity:In this fast-paced and rewarding position, you will take on a hands-on leadership role, guiding and mentoring a team of...

  • Customer Service Team Leader in Sydney

    3 months ago

    Sydney, Australia Boral Full time

    Are you a natural leader with a passion for delivering exceptional customer service? Exciting opportunity to join Boral, an Australian owned and industry leader, based in North Ryde as a Customer Service Team Leader! Your next opportunity: In this fast-paced and rewarding position, you will take on a hands-on leadership role, guiding and mentoring a...

  • Customer Service Representative

    2 months ago

    Sydney, New South Wales, Australia Regional Express (Rex) Full time

    Job Opportunity at Regional Express (Rex)Job Title: Customer Service OfficerJob Summary:Regional Express (Rex) is seeking a highly motivated and customer-focused individual to join our team as a Customer Service Officer at Sydney Airport. As a key member of our airport team, you will be responsible for providing exceptional customer service to our...

  • Registry Team Leader, Certificates

    2 months ago

    Sydney, Australia NSW Department of Customer Service Full time

    **Registry Team Leader, Certificates x2** **Clerk Grade:7/8** **Employment Type: 2x vacancies: 1x Ongoing, Full-time, 1x Temporary (3-years), Full-time** **Location : Principally office based in Pyrmont, Sydney with limited hybrid working arrangements.** **This role leads one of two Certificates teams within Certificate Production Services in the NSW...

  • Gm - Delivery Partners

    5 months ago

    Sydney, Australia Team Global Express Full time

    **JOB DESCRIPTION** **About Team Global Express (formerly Toll)**: Providing superior customer experiences and operational excellence, Team Global Express is Australia’s largest intermodal logistics provider. An Australian owned business (established in 1888), we employ over 10,000 employees across over 150 locations. We build unique, innovative and...

  • NSW Customer Service Representative

    1 month ago

    Sydney, New South Wales, Australia Allied Express Full time

    About the RoleWe are seeking a highly motivated and skilled Customer Service Representative to join our 1st Call Resolution team at Allied Express. As a key member of our team, you will be responsible for providing exceptional customer service and resolving customer inquiries in a timely and professional manner.Key ResponsibilitiesRespond to high-volume...

  • Team Leader

    2 months ago

    Sydney, Australia Bank of Queensland Full time

    **About the Role** Are you passionate about delivering exceptional customer service and nurturing a dynamic team? As the Team Leader for Customer and Partner Services (CPS), you will be at the forefront of providing premium service to BOQ Specialist clients. You will oversee a team that handles client queries across all BOQ Specialist products, including...

  • Business Operations Coordinator

    5 months ago

    Sydney, Australia NSW Government -Department of Customer Service Full time

    **Business Operations Coordinator (Team Leader) Grade 7/8** The Personal Injury Commission (PIC), within NSW Department of Customer Service (DCS), is currently looking for Business Operations Coordinator (Team Leader) to join their team! **Benefits**: - Ongoing opportunity located in Darlinghurst - Grade 7/8 base salary ranging from $101,947- $112,849 per...

  • Team Leader

    5 months ago

    Sydney, Australia Stryker Corporation Full time

    **Why customer service at Stryker?**: Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need....

  • Customer Service Team Leader

    5 months ago

    Sydney, Australia ScotPac Full time

    Call Centre & Customer Service Team Leader We're on the lookout for a proven Customer Service Team Leader to join our Sydney Asset Finance Operations team and help give our clients every chance of success. This would be the ideal role for someone who has extensive experience leading Customer Service teams in Equipment Finance Operations. Previous...

  • Customer Service Team Leader

    5 months ago

    Sydney, Australia W.L. Gore & Associates Full time

    **About the Role**: We are looking for a Customer Service Team Leader to join our Medical Device Sales Operations Team in Belrose, Sydney. In this newly created role you will lead a team of four associates in providing superior customer service to our customers and internal partners. You are dedicated to continuous improvement and experienced in using data...