Customer Service Supervisor

Border Express Pty Ltd; City of Melbourne; Sur place; AUD 90 000 - 120 000; Plein temps

Résumé du poste

Border Express Pty Ltd in Melbourne is seeking an experienced Customer Service Supervisor to lead our Tullamarine team, manage escalations and drive customer satisfaction.

You will coach staff, monitor KPIs, collaborate with Account Management, New Business and Operations, and contribute to process improvements while ensuring policy compliance.

Qualifications

• Experience leading customer service teams with KPI ownership.
• Background in transport or logistics industry preferred.
• Professional customer service experience across email and phone.
• Familiarity with CRM and enterprise resource planning tools.

Responsabilités

• Handle complex and escalated customer service issues to ensure satisfaction.
• Lead and coach the team to achieve KPIs, ticket and call quality.
• Coordinate with Account Management, New Business and Operations.
• Attend meetings and prepare reports on KPI performance and operations.
• Recruitment, team development and performance reviews to drive growth.

Connaissances

Leadership

Customer service

Communication

Transport industry knowledge

CRM

Outils

CRM system

ERP system

MS Office

Description du poste

Border Express currently has an exciting opportunity available for an experienced and motivated Customer Service Supervisorto join the team at our Tullamarine Branch.

Duties:

• Handle complex and escalated customer service issues and use appropriate communication channels to further escalated and/or address to ensure customer satisfaction
• Promote responsible use of approved AI tools and technology to support service quality, efficiency, reporting and decision making in line with company policy and data protection requirements
• Work across functions (Account Management, New Business, Operations) to ensure customer service requirements are understood, planned and resourced during the onboarding period and ongoing.
• Ensure all customer enquiries and proactive communication are actioned in a timely manner and within KPIs - in line with Border Express work processes and guidelines.
• Lead and coach your team to deliver KPIs, ticket and call quality and data integrity within the company CRM and telephony system
• Actively encourage your team to provide feedback and ideas with a focus on continuous improvement
• Undertake employee leadership and management including recruitment, team development, 1:1s, succession planning and the delivery of performance reviews and support to drive ongoing team member professional development
• Attend and participate in daily Customer Service and Operational meetings
• Develop, and guide your team to develop effective and positive working relationships with all internal and external stakeholders:
• Complete all reports including but not limited to; daily team member KPI performance, tickets, discrepancies, management and operational reporting

Skills and Experience:

• Leadership experience: people and budget
• Background in and understanding of the transport industry
• Professional experience in customer service
• Experience working with customers via email and telephone, with the ability to maintain professionalism and sensitivity on all correspondence
• Experience working with a CRM preferred
• Good PC skills, experience in Microsoft Office suite, company ERP and/or transport management system

Get to know Border Express:

At Border Express we're committed 100% to providing the very best supply chain services for Australia. Our business is working towards a fully supported regional network model to be the best carrier out to regional Australia with full visibility.

We are an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We are committed to achieving a diverse workforce and strongly encourage applications from all cultures, languages, abilities, sexual orientations, gender identities.

We work hard to create a safe and inclusive environment for all. We encourage and support our team members to grow their careers with Border Express, by providing ongoing opportunities and development to grow and make a real difference.