Customer Service Manager

TIFS; Sydney; On-site; AUD 90,000 - 110,000; Full time

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.

Skills

Leadership

Customer service management

KPI reporting

Stakeholder management

Problem solving

Communication

Continuous improvement

Team development

Job description

We are seeking an experienced and hands-on Customer Service Manager to lead our Customer Service team within a fast-paced Third-Party Logistics (3PL) environment. Reporting to the General Manager, you will own the end-to-end customer experience – from day-to-day service delivery and escalations through to KPI performance, service reviews and continuous improvement. This is a key leadership role working closely with Warehousing, Transport, Operations and Projects to make sure our customers receive accurate, timely and professional service. You will balance hands-on leadership of the team with a focus on improving processes, systems and service standards as the business grows.

Key responsibilities

• Lead, coach and develop the Customer Service team, building accountability, structure and a high-performance culture
• Manage daily workloads, priorities and open customer cases to ensure timely resolution
• Act as the key escalation point for complex customer complaints, service failures and operational issues
• Monitor and report on response times, service levels and team KPIs, and take action where targets are not being met
• Manage customer relationships, including regular service reviews and performance reporting
• Support new customer onboarding, working with Operations and Projects to set up service requirements and workflows
• Identify recurring issues and drive root-cause analysis and corrective actions
• Ensure customer service activities meet compliance requirements, including HACCP, ISO 9001:2015, WHS and customer-specific operating standards
• Improve customer service processes, systems and workflows, working with internal IT on reporting and efficiency improvements
• Maintain accurate CRM records and strong follow-up on all customer communications

About you

• Proven experience leading a customer service, contact centre or customer operations team, ideally within 3PL, transport, logistics or supply chain
• Strong leadership skills with the ability to motivate, develop and hold a team accountable
• Experience working to KPIs and service level agreements, including performance reporting
• Confidence managing escalations and difficult conversations with customers and internal stakeholders
• Strong problem-solving and decision-making skills, with a focus on fast and effective solutions
• Exceptional written and verbal communication and stakeholder management skills
• Ability to manage time-critical priorities in a high-volume, fast-paced environment
• Understanding of quality and compliance frameworks; experience in regulated food environments (HACCP) highly regarded
• Hands-on, lead-from-the-front approach with a continuous improvement mindset

Circa $90K -110K + Super (Based on Exp)

Full-Time position – 38 hours per week

Based in Ingleburn NSW, with undercover parking provided

Casual, relaxed and collaborative working environment, work life balance

Opportunity to shape customer service performance and processes across a growing business