Customer Service Manager

2 days ago

Moorabbin, Australia efm Full time

At the heart of our service offering are our people and our promise to deliver an unmatched logistics experience. efm Logistics is leading as the largest 4PL provider in Australia & NZ, meaning we do much more than just ship goods. We design, build, manage and provide integrated, optimised supply chain solutions.

This is an exciting opportunity to join our Victorian Customer Service team as a Customer Service Manager on a Maternity contract where you will utilise your leadership and influential skills in a fast-paced, vibrant and customer obsessed space.

We are looking for a leader with a curious mind that identifies areas of opportunity that affect customer service experiences, sees value in supporting their team and driving success through effective management of stakeholder relationships.

**Requirements**:
**As the VIC Customer Service Manager, you will be responsible for**:

- Training, coaching and mentoring Customer Service TLs to drive effective communication, business outcomes, engagement and a high-performance within their teams.
- Ensuring the TLs have clear role responsibilities and accountabilities that assist in the delivery of the overall department’s metrics and KPI’s and maintain consistency in processes and procedures.
- Conduct weekly, monthly, and formal performance reviews.
- Development and execution of Continuous Improvement initiatives with actions recorded and updated.
- Participating in regular meetings with Service Delivery Senior Managers and Operations and display active engagement with key stakeholders.
- Complete QC checks on TL tasks to ensure compliance and quality of resolution.
- Active involvement in onboarding of new customers post implementation.
- Hiring and onboarding of new team members and providing ongoing coaching and mentoring
- Peak management and planning
- Mitigating customer risk through sound customer service offerings and strong relationships

**About you**:

- Degree qualified preferably in Management or equivalent.
- Prior experience in a Customer Service leadership role in a corporate setting
- Exposure to work in a fast-paced corporate environment
- Proven track record in coaching and mentoring high performance, results driven team.
- Strong communication and ability to build stakeholder relationships.
- Experience in delivering and driving continuous improvement.

**Benefits**

**Why should you join efm Logistics?**
- Career development and progression
- Competitive remuneration + bonuses
- A professional environment where we challenge each other to do better.
- An engaging and empowering culture
- The opportunity to be a part of an industry that is experiencing rapid growth.
- Free parking + onsite café + quarterly company functions + team building activities.

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