Customer Service Leader, Logistics & CX

efm; Melbourne; Presencial; AUD 90.000 - 130.000; Jornada completa

Descripción de la vacante

efm Logistics is seeking a Customer Service Manager to lead and grow a high-performing VIC Customer Service team. You will coach IAMs, maintain service excellence and drive continuous improvement initiatives to deliver a best-in-class customer experience.

The role focuses on coaching, performance reviews, and alignment across teams to ensure consistent processes and successful onboarding of new customers post-implementation.

Formación

• Experience in a customer service leadership role in a corporate, fast-paced environment.
• Experience leading, coaching and developing a high-performing team.
• Track record of delivering no-better-experience initiatives and value-add improvements.

Responsabilidades

• Lead, coach and manage Internal Account Managers (IAMs) to excel in their roles.
• Maintain service excellence with the customer portfolio and mitigate risks.
• Ensure clear roles, responsibilities and ongoing performance reviews for the team.
• Develop and execute Continuous Improvement initiatives focused on customer experience.
• Schedule and chair monthly meetings with clear actions and stakeholders.
• Coordinate with the Customer Quality team to ensure resolution quality and compliance.
• Align processes across teams to ensure consistency.
• Onboard new customers post-implementation.

Conocimientos

People leadership

Coaching & mentoring

Customer service leadership

Process improvements

KPI management

Cross-functional collaboration

Herramientas

CRM software

Descripción del empleo

efm Logistics is seeking a Customer Service Manager to lead and grow a high-performing VIC Customer Service team. You will coach IAMs, maintain service excellence and drive continuous improvement initiatives to deliver a best-in-class customer experience.

The role focuses on coaching, performance reviews, and alignment across teams to ensure consistent processes and successful onboarding of new customers post-implementation.