Customer Service Manager

efm; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

People leadership

Coaching & mentoring

Customer service leadership

Process improvements

KPI management

Cross-functional collaboration

Tools

CRM software

Job description

At the heart of our service offering are our people and our promise to deliver an unmatched logistics experience. efm Logistics is leading as the largest 4PL provider in Australia & NZ, meaning we do much more than just ship goods. We design, build, manage and provide integrated, optimised supply chain solutions.

Looking for your next step in your career at efm? We have an exciting opportunity to become a Customer Service Manager, supporting one of our high-performing VIC Customer Service teams!

The Customer Service Manager's role is to successfully lead, coach and manage a high-performing team and support the Customer Service function to ensure high quality customer service experiences are met. Lead value adding initiatives to deliver a 'No Better Experience' to efm customers. Team development and continuous improvement are key focus areas to ensure efficient processes and an engaged team, positively regarded within the efm business.

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