Customer Care Sector Lead | Truganina Vic

Cevalogistics; Melbourne; Hybrid; AUD 110,000 - 170,000; Full time

Benefits offered by this job

CEVAwell program

Employee Assistance Program

Volunteer Time Off

Disability Insurance

Hybrid/Remote work

Parental leave

Study assistance

Leadership program

Mentoring

MyLearning platform

Novated leasing

Workwear reimbursement

Referral incentives

Recognition program

Short-term incentive plans

Job summary

CEVA Logistics in Melbourne is seeking a Customer Care Sector Lead to oversee the offshore care team, ensuring high-quality service delivery and strong communication with the Australian headquarters.

You will drive strategies to boost customer satisfaction, manage performance metrics, and promote a positive team culture while maintaining compliance and effective training.

Qualifications

• Experience leading and managing a large team.
• Excellent communication and problem solving with a strong customer service focus.
• Proficient in MS Office, especially Excel.

Responsibilities

• Oversee offshore customer care operations, ensuring the team is trained and resourced to handle inquiries effectively.
• Maintain and improve customer satisfaction by addressing offshore operation challenges and ensuring service quality.
• Manage KPIs such as response times, resolution rates, and customer feedback.
• Foster a positive work culture and support team members.
• Serve as liaison between offshore team and Australian headquarters.
• Ensure work instructions are maintained and used for consistent task performance.
• Monitor CODs to ensure regulatory compliance and mitigate risks.

Skills

Leadership

Customer service

Communication

Problem solving

Organisational skills

Tools

MS Excel

Job description

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in more than 170 countries and with over 110,000 employees across 1,500 sites, we are proud to be a Top 5 global 3PL.

Every day, our people imagine better ways to serve a world in motion – creating smarter, safer, and more sustainable solutions for our customers.

YOUR ROLE

The Customer Care Sector Lead will manage and lead the offshore care team while ensuring seamless communication, high-quality service delivery, and adherence to company standards and policies.

This role is crucial for overseeing the offshore customer care operations within their specific sector, implementing strategies to enhance customer satisfaction, managing performance metrics, and fostering a positive work culture.

WHAT ARE YOU GOING TO DO?

Specifically, you will:

• Oversee offshore customer care operations, ensuring the team is adequately trained, resourced, and equipped to handle customer enquiries and issues effectively
• Maintain and improve customer satisfaction levels by devising strategies to address challenges associated with offshore operations and ensuring consistent service quality
• Manage key performance indicators (KPIs) such as response times, resolution rates, and customer feedback to identify areas for improvement and ensure service excellence
• Foster a positive work culture by promoting teamwork, providing support, and addressing any concerns or issues among team members
• Serve as a liaison between the offshore team and the Australian headquarters, facilitating effective communication and ensuring alignment with organisational goals
• Ensure that work instructions are maintained and utilised for consistent and reliable task performance, supporting employees with on-the-job training and assessment activities
• Proactively monitor and update all Confirmation On Deliveries (CODs) to ensure compliance with regulations and standards, identifying and mitigating potential risks impacting customers.

WHAT ARE WE LOOKING FOR?

Our ideal candidate has:

• Related work or industry experience, with prior experience in leading and managing a large team
• Excellent communication, problem-solving, and organisational skills, with a strong customer service focus Ability to navigate complex situations calmly and intermediate MS Office skills (particularly MS Excel)
• A positive attitude, proactive approach, and strong work ethic, with the ability to communicate effectively with all levels within the organisation.

In addition to providing proof of work rights and suitable professional referees, progressed candidates will be required to undergo a medical assessment and national police check.

WHAT DO WE HAVE TO OFFER?

In addition to a challenging and rewarding work environment and competitive compensation, we are proud to offer a range of employee benefits designed to support your wellbeing, and help you thrive at work and in life.

• Personal wellbeing: prioritise your health and wellbeing through the CEVAwell program, Employee Assistance Program, Volunteer Time Off, and Life & Total Permanent Disability Insurance.
• Work-life balance: benefit from flexible, hybrid, and remote work options, along with additional paid parental leave for primary carers.
• Professional development: your growth is essential to us. Unlock your potential through secondment and internal mobility opportunities, study assistance, leadership and mentoring programs, MyLearning – our global online platform with more than 1,000 courses – early career pathways and more.
• Financial wellbeing: We care about your financial security. Enjoy exclusive offers and discounts from our partners, novated leasing, annual safety workwear reimbursement, employee referral incentives, service recognition and short-term incentive plans.

Diversity is core to who we are.

By reflecting the cultures and perspectives of our customers and communities, we perform at our best. CEVA Logistics is proud to be an equal opportunity employer and welcomes applications from all qualified candidates.

#CEVALogistics #WeAreCEVA #BetterWays #LifeAtCEVA #LI-DNI