Customer Service Manager

About the role

efm Logistics, the largest 4PL provider in Australia and NZ, is looking for a Customer Service Manager to lead and support one of its high-performing VIC Customer Service teams. The role leads, coaches and manages the team so that high-quality customer service experiences are delivered, while driving value-added initiatives and continuous improvement.

Key responsibilities

• Train, coach and mentor Internal Account Managers (IAMs) on role-specific tasks and skills
• Maintain service excellence across the customer portfolio, including risk mitigation and continuous value-add
• Ensure IAMs have clear responsibilities and accountabilities, supported by weekly, monthly and formal performance reviews
• Develop and run continuous improvement initiatives focused on customer experience, with actions recorded and updated
• Hold monthly meetings with key stakeholders, with clear actions and minutes
• Liaise with the Customer Quality team to ensure compliance and quality of resolution
• Keep processes and procedures consistent across teams, and take part in onboarding new customers after implementation

Required profile

• Prior experience in a Customer Service leadership role in a corporate, fast-paced environment (essential)
• Experience coaching and mentoring a high-performing team
• Experience delivering ongoing value-add for functional success
• Proven track record of customer-centric process improvements
• Transport/logistics industry experience is beneficial but not essential