Customer Service Lead - 3PL Operations & Service Excellence

TIFS

Sydney

On-site

AUD 90,000 - 110,000

Full time

4 days ago

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Job summary

TIFS is actively seeking an experienced Customer Service Manager to lead a high‑performing team within a fast‑paced 3PL environment in Sydney’s outer areas. You will own day‑to‑day service delivery, escalations and KPI performance, driving improvements across processes and systems.

You will partner with Warehousing, Transport and Projects to deliver accurate, timely service, manage escalations, and foster a culture of continuous improvement while maintaining compliance with HACCP and ISO

Qualifications

Proven experience leading a customer service or contact centre in a logistics or 3PL setting.
Strong KPI focus and ability to report on service levels.
Experience driving continuous improvement and root-cause analysis.

Responsibilities

Lead, coach and develop the Customer Service team to high performance.
Manage daily workloads and open cases to ensure timely resolutions.
Escalate complex issues and manage customer relationships and reviews.
Monitor response times, SLAs and KPI performance; drive improvements.
Collaborate with Operations, Warehousing and Projects on onboarding and workflows.
Ensure compliance with HACCP, ISO 9001:2015 and WHS standards.
Maintain accurate CRM records and stakeholder communications.