Customer Service and Express Team Leader

**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