Continuous Improvement Customer Specialist

2 weeks ago

Melbourne Airport, Australia Team Global Express Full time

Team Global Express is a leading transport and logistics provider, connecting people and communities across Australia and New Zealand. Backed by Allegro Funds, we're looking to the future and working towards new and exciting ways to put our customers' businesses at the heart of ours. We are currently seeking a dynamic and results-driven Continuous Improvement Customer Specialist to join our Service Quality team.

About the role:
Join our Service Quality team as a Service Quality Customer CI Specialist and play a crucial role in improving operational processes, customer experience, and revenues.

As the SQ Customer CI Specialist, you will be responsible for providing functional, operational, and problem-solving support to at-risk or poorly performing customers and strategic business partners. You will use a combination of project management and continuous improvement tools to identify and address issues, streamline processes, and implement change. You will also have the opportunity to drive cultural change by educating and using Lean Six Sigma tools and methodologies.

Key Responsibilities:

- Work with key stakeholders to identify and address issues impacting service delivery and customer experience
- Use data analysis, value stream mapping, and continuous improvement tools to lead and implement customer CI projects
- Identify opportunities for process improvement and support cultural change through the education and use of Lean Six Sigma tools and methodologies
- Ensure that customers are aligned with new processes and changes to existing processes that optimize end-to-end delivery and company initiatives
- Maintain technical capability and skills sets to serve business needs, including training requirements for all team members

About You:
Qualifications:

- Six Sigma accreditation (Yellow / Green belt preferred)
- Proven experience in continuous improvement and/or customer experience
- Clear understanding and/or experience of a transport network and logistics environment
- Proven experience in managing customers, internal/external stakeholders
- Self-driven with a strong sense of urgency, commitment to deadlines and deliverables
- Passionate about change, improving business culture and results driven
- Innovative & curious
- Strong customer advocacy and understanding
- Team Player who can get along with people, have good influencing skills, and can motivate others.
- Strong written and verbal communication skills
- A good understanding of data fundamentals and root cause analysis
- A knowledge of processes, process & value stream mapping
- A basic understanding of statistical data analysis and the use of statistical software i.e., Minitab

Diversity and Inclusion

We celebrate difference.
- Why Team Global Express - Team Global Express

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.

It’s never been a more exciting time to join our team.

As we transform into a truly iconic Australian business, your opportunities for growth with us are limitless.

To find out more about us, visit

About - Team Global Express

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