Customer Service Supervisor

About Sadleirs

Backed by over a century of experience, Sadleirs delivers reliable logistics and packaging solutions across Australia and beyond—by rail, road, air, and sea.

As an Australian family-owned business, our four specialist divisions cover domestic transport through rail and road, global freight forwarding and customs brokerage, specialist road linehaul servicing WA's resources and energy sector, and commercial packaging solutions.

Whether in the air, sea, in the warehouse, or behind the scenes, our people are at the heart of everything we do.

About the Sadleirs Logistics Team

Sadleirs Logistics is our domestic road and rail transport business, moving freight across Australia safely and efficiently. As part of this team, looking out for each other isn't just talk—it's how we work.

We invest in our people with paid training, career pathways, and quality equipment to make your job easier and safer.

Whether you're just starting out or looking to step into specialist roles, if you've got the right attitude, we'll back you.

The Role: Customer Service Supervisor

We are currently seeking a determined and motivated individual to join our team as the Customer Service Supervisor based in our WA office. In this position you will play a critical role in bridging the gap between frontline customer service representatives and management. You will lead, motivate, and manage a team of customer service representatives to provide a high standard of service to our customers. As the Customer Service Supervisor, you will be a leader, a coach, a problem solver and a key contributor to the overall business strategy.

Key Responsibilities

• Lead, motivate, and manage a team of customer service representatives. This includes setting performance goals, delegating tasks, and ensuring that the team is working cohesively and efficiently to resolve all internal and external customer queries
• Ensure strong and effective communication between all areas of the business and our customers
• Track and analyse key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores. Provide regular feedback to the team members, conduct performance reviews, and help them identify areas for improvement
• Provide effective leadership and direction to all State based Logistics Customer Service team members, and ensure the team maintain strong relationships with key customers and stakeholders.
• Maintain a high level of understanding of our business and promote and educate customers about our operation and values.
• Openness and willingness to change and continually improve business processes and service delivery.
• Ensure all work is undertaken in a safe and efficient manner, in accordance with statutory requirements, best practice and Group policies and procedures.
• Responsible for training new employees and providing ongoing coaching to existing team members. Ensuring that the team has the necessary skills and knowledge to handle customer inquiries effectively, stay up to date on company policies and procedures, and use customer service software and other tools as required
• Ensuring you are a role model for the team, demonstrating exemplary customer service skills in all interactions, showing the team how to communicate effectively and professionally with customers, both in writing and verbally.

What Sadleirs Offers You

Join a company where you're not just another number – you'll be respected, feel valued and be supported by a team that looks out for each other. We offer:

• Competitive remuneration
• Flexible working hours - while the role is scoped as full-time, start and finish times are flexible however, this is a site-based role.
• Access to employee benefits, including discounts to a wide range of retail outlets, novated leasing, discounted health insurance, employee assistance and recognition programs
• A supportive team environment where Respect, Open Communication, Empowerment and Safety are part of our Values.
• A strong career progression path with career development opportunities
• Supportive and inclusive working environments

Important: All shortlisted candidates will be required to complete pre-employment checks, including background and medical assessments. This includes a Drug & Alcohol screen during the medical and again on day one (1) of employment.