Delivery Experience Manager

Jardan Australia; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Beautiful work spaces

Great team environment

Employee Assistance Program

Staff discounts on furniture and home­

Refer a friend payment incentive

Job summary

Jardan Australia is seeking a full-time Delivery Experience Manager to supervise delivery, logistics and customer experience from our Scoresby HQ. You will lead the Delivery Experience Officers (DEO) and manage 3PL and carrier relationships to ensure high-quality service for national and international orders.

Reporting to the Director of Operations, you will build the DEO team, implement KPIs, and continuously improve logistics processes while working with Sales and internal teams to resolve

Qualifications

• Experience in customer service, logistics or freight forwarding.
• Proven leadership with the ability to manage a team.
• Strong supplier and partner management skills.
• Excellent communication and time-management in a fast-paced environment.

Responsibilities

• Oversee national and international logistics, deliveries, returns, and 3PL management.
• Lead and develop the DEO team with KPI tracking and onboarding.
• Manage freight quoting, invoicing and storage costs.
• Coordinate with Sales and internal teams to ensure smooth deliveries.
• Maintain logistics reporting and provide updates to Operations.

Skills

Customer service

Logistics management

Freight forwarding

Leadership

Job description

With a deep connection to the Australian way of life, Jardan is an Australian owned business that supports local manufacturing. We drive the simple mission of making beautiful furniture pieces with a sustainable and responsible approach. Steering away from the conventional layout, our Showrooms are carefully curated and each space is a direct translation of how the furniture, homewares, art and lighting can exist in unison.

Our Head Office, Sales and Production teams work together, evolving ideas and solving problems. What started as a team of eight has now grown to over 220 staff members that all live and breathe a collaborative ethos.

What we are looking for :

We are seeking a full-time Delivery Experience Manager to oversee Jardan’s delivery, logistics and customer experience functions. Reporting to the Director of Operations, this role will lead the Delivery Experience Officers (DEO) team, manage key logistics and supplier relationships, and ensure a high level of service for both internal and external customers.

We’re looking for someone with:

• Experience in customer service, logistics and/or freight forwarding
• A mature and collaborative leadership approach, with strong organisational and deadline-management skills
• Experience managing suppliers and external partners
• Excellent communication, relationship-building and problem-solving skills
• Confidence working in a fast-paced environment and managing competing priorities

This role will be based onsite at our HQ in Scoresby.

What the role entails :

• Oversee national and international logistics, deliveries, returns, freight, storage and day-to-day DEO operations.
• Lead and develop the DEO team, including recruitment, onboarding, training, workload management, KPIs and leave administration.
• Manage Jardan’s 3PL, freight and carrier relationships, including performance, service levels, enquiries and evaluations.
• Develop and maintain DEO processes, operational guidelines, frameworks and KPIs to drive efficiency and continuous improvement.
• Coordinate freight quoting, order release, invoicing, storage charges and additional freight costs.
• Liaise with customers, Sales and internal teams to coordinate deliveries, resolve issues, obtain required information and act as a key escalation point.
• Oversee logistics for showroom shuffles, installations, product loans, events, photoshoots, floor stock and product launches in collaboration with relevant teams.
• Manage export logistics and documentation, Damage in Transit claims, Customer Service requests and 3PL stocktakes.
• Maintain logistics reporting, analytics and systems support, including FM/Epicor, and provide updates to the Operations Manager.
• Provide general administration, business support, site attendance and DEO operational coverage as required.

What we provide :

We are proud of our people what their individual talents are, and we reward our people right from the very beginning.We will provide you with:

• Beautiful work spaces
• A great team environment who all work as one
• Access to our Employee Assistance Program
• Generous staff discounts on both furniture and homewares
• Refer a friend payment incentive on applicable roles

Please note only shortlisted candidates will be contacted.

Jardan acknowledge the Traditional Owners of the land on which our workplaces are located. We pay our respects to their Elders, past and present, and the Aboriginal Elders of other communities.