Customer Service Supervisor

3 weeks ago

Adelaide Region SA, Australia Northline Full time

**Job no**: 494021

**Work type**: Permanent Full Time

**Location**: SA - Adelaide, VIC - Melbourne

**Categories**: Administrator

**About the Role**

Handling a portfolio of clients, the Customer Service Supervisor is the main point of contact for our Northline International Freight Management department. Working closely with our clients, internal departments and service providers you will manage PO’s, create quotes, book shipments and ensure clients are kept updated on their freight’s transit. You will also be required to ensure that clients KPIs, targets and expectations are always met.

You will also be responsible for developing and leading a high performing team who deliver brilliant service, in a culture where the customer is the centre of everything we do. You will be directing, supporting and managing the team with a view to maximising the quality and timeliness of the services they provide. The Supervisor also acts as a point of escalation for our customers.

**About Northline**

Northline is an experienced Australian owned, global logistics business with an industry-leading national network and an international reach into more than 100 countries. We have 13 depots across Australia with the ability and flexibility to tailor solutions to meet our customers’ requirements and evolving market demands, including scaling up to add further capacity as needed. Our customers freight can start or end in international cities, small towns or remote communities, but wherever the destination, you can rely on Northline to deliver.

That’s why, we are, Australia’s Global Logistics People.

**Your duties include**
- Providing quotations and pricing to clients, client PO management, registering and tracking orders;
- Liaising with agents, shipping lines, airlines, co-loaders and local transport companies to access rates;
- Arranging shipments by air, sea, rail, road and planning the most appropriate route for an import/export shipment;
- Maintaining current knowledge of legislative requirements and ensuring these are met and followed;
- Understanding clients KPI’s, targets and expectations and ensuring team is updated through SOP’s;
- Reviewing and providing customer reports, ensuring that the team is followed up for incorrect information;
- Liaising with internal teams and stake holders to find new sales opportunities;
- Maximise revenue through exceptional customer service and maintenance of current and prospective clients;
- Support and encourage team members;
- Review client reports and investigate anomalies to find possible improvements; and
- Building and maintaining professional working relationships with internal and external stakeholders and customers.

**Measure of success**
- Effective leadership, development and coaching of a high performing Customer Service team
- Identify, develop and implement improvements to procedures, processes;
- Addition of New Business and Existing Portfolio growth as per set and agreed targets;
- 100% compliance with Northline’s pricing schedules;
- 100% adherence to all sales administrative requirements.

**Skills and Experience**
- Demonstrated experience or specialised knowledge of the International Freight Forwarding / Management industry;
- Outstanding attention to detail, this includes continuously monitoring shipments from the point of receipt through to delivery;
- Be an outcomes/results driven professional, with demonstrated ability to achieve set KPI’s and targets;
- Have absolute integrity, trustworthiness and professionalism;
- Demonstrate excellent interpersonal ,written and oral communication skills;
- Demonstrated ability to lead a team by coaching and role modelling best practice customer service delivery principles in order to maximise customer experience while maintaining employee engagement.
- Demonstrated ability to positively impact and influence team culture and morale
- Be able to develop rapport readily and maintain positive external and internal customer relationships;;

**Join Us**

At Northline we believe our people are one of our greatest assets. We are proud of what we achieve and we like to recognise and reward those who go above and beyond. Benefits include:

- Learning and development support
- Employee recognition programs
- Wellness and benefits programs
- Discounts on travel, fitness and health, entertainment and sports, banking, automotive, flowers, gifts and more

**This opportunity will be based in either Norwood South Australia, or Sunshine West Victoria.**

**If you would like to join the Northline team then please click the 'Apply' button now**

**Advertised**: 02 Aug 2023 AUS Eastern Standard Time
**Applications close**:

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