Senior Customer Service Representative

About the role

Join Michelin Australia as a Senior Customer Service Representative, leading the Customer Service team to deliver exceptional service across the order‑to‑delivery journey. You will act as the operational reference point, handling inbound enquiries, proactive outreach, KPI reporting and continuous improvement.

Key responsibilities

• Provide operational leadership and serve as the primary point of contact for the Customer Service team, guiding processes, escalations and service priorities.
• Manage inbound customer enquiries on orders, product availability, pricing, deliveries, claims and escalated cases.
• Conduct proactive outbound calls to customers, dealers and partners to boost digital platform adoption and support service campaigns.
• Track service KPIs, monitor performance trends and deliver insightful reports to stakeholders.
• Utilise CRM, ERP and reporting tools to identify risks, opportunities and drive process improvements.
• Collaborate with internal departments to resolve issues and achieve positive outcomes.

Required profile

• Minimum 5 years of experience in customer service or call‑centre environments, preferably B2B.
• Flexibility to work rotating shifts covering 7:30 am–7:00 pm, including a late shift.
• Proven ability to act as a senior reference point, supporting and guiding colleagues.
• Strong analytical capability with experience using KPIs, dashboards and reporting tools.
• Excellent communication, stakeholder management and relationship‑building skills.

Required skills

• Advanced Excel
• Power BI (preferred)
• CRM systems, preferably Salesforce
• ERP systems
• Microsoft Office suite

What we offer

• Competitive salary with performance‑based bonus
• Career progression within a global organisation
• Above‑industry superannuation (2% above the guarantee)
• Four additional Wellness Leave days per year and Employee Assistance Program
• Paid parental leave (primary & secondary) and other staff incentives
• Flexible roster arrangements and ongoing training & development