Customer Service Manager

Company Description

SCT Logistics is Australia's largest privately owned rail and freight logistics company, delivering end-to-end supply chain solutions across road, rail, and warehousing. With over 50 years of experience, we operate a national intermodal network and offer tailored services including cold and ambient storage and specialised freight handling.

Our people are at the heart of what we do, and we're committed to safety, innovation, and creating a supportive environment where our team can grow and thrive.

Why SCT?

At SCT we offer a collaborative and inclusive work culture that is built on; Safety, Passion, Integrity, Respect, Innovation and Teamwork. We understand that our values enable us to better understand and serve our customers, attract top talent (like you) and innovate successfully.  

Along with a competitive remuneration package we also offer:

• Development and growth opportunities
• Employee Recognition and Rewards Programs
• Flexible working arrangements
• Top up of government paid parental leave for the first six weeks
• Grandparent Leave
• Novated leasing and salary packaging
• 24/7 Access to our Employee Assistance Program
• Onsite car park
• Dress for your day policy

To learn more about these initiatives please visit our Careers Page

Job Description

The position includes the following responsibilities:

• Direct supervision of a team consisting of freight coordinator, booking clerks & a customer services officer as required.
• Day to day liaison with the National Account Management Team, branch operation managers and business development managers.
• Day to day liaison with customers and senior managers at the major pickup destinations within Western Australia.
• Reporting and notification of discrepancies arising from freight departing Perth and from notification supplied by customers at the point of pickup in accordance with pre-determined SOP's.
• Maintenance of returned/damaged stock records and all records of notifications of discrepancies to customers.
• Creation and distribution of various Reports as required by the General Manager – Operations (WA), and National Account Management Team.
• Building and maintaining relationships with customers within Western Australia.
• Training of freight management staff (both SCT and contractors) in SCT policies and procedures
• Ensuring all SCT freight management staff and contractors are inducted into the site before commencing work.
• Recruitment and management of personnel to meet operational requirements of the Terminal.
• Efficient deployment of personnel to ensure achievement of KPI and cost targets for the WA Outbound team
• POD compliance and monitoring.
• General Customer Service duties.

Desired Skills and Experience

The successful candidate will be able to demonstrate:

• Proven working experience as a Customer Service manager.
• Experience in the Logistics / Supply chain industry would be highly advantageous
• Exceptional internal and external relationship building skills
• Strong Computer and keyboard skills (Excel & SAP)
• Clear (written & oral) communication and interpersonal skills.
• A strong focus on customer service
• Exceptional attention to detail.
• Ability to work autonomously

Other important information

• We reserve the right to commence recruitment proceedings prior to the stated closing date.
• The successful candidate will have to undertake an Australian Federal Police check and Pre-Employment Medical (for certain roles) which will be arranged and paid for by SCT.
• Recruitment companies, need not apply

SCT is an equal opportunity employer and we recognise the value and importance of diversity. We encourage all potential applicants to apply including women and those from Aboriginal and Torres Strait Islander backgrounds.