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Customer Service Manager

efm Logistics
Moorabbin, AUS
Full-time
Manager
Onsite
Discovered Today

Full Job Posting

Requirements

  • The responsibilities of a Customer Service Manager include:
  • Train, coach, and mentor Internal Account Managers (IAMs) on role specific tasks and skills
  • Maintain service excellence with customer portfolio, ensuring risk mitigation and continuous value-add offering
  • Ensure the IAMs have clear role responsibilities and accountabilities that assist in the delivery of the overall department’s metrics and KPI’s through weekly, monthly, and formal performance reviews.
  • Develop and execute Continuous Improvement initiatives centred around customer experience with actions recorded and updated.
  • Maintain monthly meetings, with clear actions and minutes, with key stakeholders.
  • Liaise with Customer Quality team to ensure compliance and quality of resolution.
  • Ensure alignment across teams to establish and maintain consistency in processes and procedures.
  • Active involvement in onboarding of new customers post implementation
  • What we're looking for
  • Prior experience within a Customer Service Leadership role in a corporate setting and fast-paced environment is essential
  • Transport/Logistics Industry experience beneficial but not essential
  • Experience in coaching and mentoring a high-performing team
  • Experience with delivering ongoing value-add for functional success
  • Proven experience driving and delivering customer centric process improvements and enhancements, ensuring a no better experience for our customers Applications close COB Monday 2nd November 2026
  • Proven experience driving and delivering customer centric process improvements and enhancements, ensuring a no better experience for our customers
  • Applications close COB Monday 2nd November 2026

Preferred Qualifications

  • Transport/Logistics Industry experience beneficial but not essential

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