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Customer Service Director
1 month ago
About Toll Transport Pty Ltd
Toll Transport Pty Ltd is a leading logistics company that moves the businesses that move the world. Our team of 16,000+ 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.
As a vital part of our Global Forwarding division in Australia and New Zealand, you will play a key role in enabling sustainable, global supply chains. With ongoing job security, you will enjoy working in a stable and safe environment, where you 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, you will share your 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 Transport Pty Ltd is searching for a Customer Service Manager to join our Freight Forwarding division to secure business growth, maximise profitability and client retention by maintaining customer satisfaction through the effective management of the Customer Service team. Our customers cover both air and sea and range from retail to industrial verticals.
This position will be based in Westmeadows, and leading 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:
- 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:
- Ideal 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 Transport Pty Ltd, 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.
Are you excited about this role but are concerned you don't meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll Transport Pty Ltd, we value a diverse, inclusive and authentic workplace, so if you're interested in this role but your past experience doesn't align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.
At Toll Transport Pty Ltd everyone is welcome including those of all ages, ethnicities, genders and abilities.
To find out more about us visit www.careers.tollgroup.com
You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.
