Customer Service & Operations Manager

at; Adelaide; On-site; AUD 110,000 - 160,000; Full time

Job summary

at is seeking an experienced Customer Service & Operations Manager to lead Adelaide freight forwarding operations, driving service performance and exceptional customer outcomes across air and sea freight activities.

You will manage the CS&OS team, coordinate operations, and partner with senior management to improve processes, report on KPIs, and strengthen key client relationships in a hands-on leadership role.

Qualifications

• Proven experience leading Customer Service and Operations in logistics.
• Strong leadership and team management skills.
• Excellent communication and stakeholder management.
• Experience with air and sea freight operations is advantageous.

Responsibilities

• Oversee daily operations and customer service activities within the branch
• Manage key client accounts, ensuring service excellence and commercial performance
• Drive KPIs and service performance objectives
• Coordinate airfreight operations and urgent shipments
• Lead and support the operations and customer service team
• Resolve customer issues promptly and professionally
• Implement and improve operational processes and procedures
• Ensure compliance with internal policies and customer requirements
• Support monthly branch performance and reporting

Skills

Leadership

Customer service

Team management

Stakeholder management

Communication

Problem-solving

Commercial awareness

Financial processes

Tools

CargoWise

Job description

We are a well-established national and international logistics provider seeking an experienced Customer Service & Operations Manager to lead our Adelaide freight forwarding operations.

This is a hands-on leadership role responsible for overseeing day-to-day operations, driving service performance, and ensuring exceptional customer outcomes across air and sea freight activities.

About the Role

• You will be responsible for managing and coordinating the Customer Service and Operations team, ensuring efficiency, accuracy, and high service standards across all shipments. You will work closely with senior management to drive KPIs, improve processes, and support key client relationships.

Key Responsibilities

• Oversee daily operations and customer service activities within the branch
• Manage key client accounts, ensuring service excellence and commercial performance
• Drive KPIs and service performance objectives
• Coordinate airfreight operations and urgent shipments
• Lead and support the operations and customer service team
• Resolve customer issues promptly and professionally
• Implement and improve operational processes and procedures
• Ensure compliance with internal policies and customer requirements
• Support monthly branch performance and reporting

About You

• Strong leadership and team management skills
• High level of customer service focus
• Ability to work in a fast-paced, deadline-driven environment
• Strong problem-solving and decision-making capability
• Excellent communication and stakeholder management skills
• Solid knowledge of CargoWise (highly regarded)
• Commercial awareness including costing and billing processes
• Hands‑on, proactive, and team‑oriented approach

What’s on Offer

• Opportunity to lead a key branch within a growing logistics business
• Supportive leadership and collaborative team environment
• Career progression and development opportunities
• Competitive salary package

Applicants must have full working rights in Australia.

We are an equal opportunity employer and maintain a safe, alcohol and drug-free workplace. Pre-employment and random testing may apply.