Distribution Operations Lead — Customer Escalations & KPIs

Kuehne+Nagel; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Kuehne+Nagel Australia is seeking a Contract Logistics Distribution Team Leader to support the Supervisor in coordinating daily distribution activities, handling customer escalations and maintaining service performance. This hands-on role requires ownership, clear communication with customers and carriers, and the ability to resolve operational problems promptly.

The position involves coordinating with warehouse teams, managing escalations, and contributing to continuous improvement initiatives

Qualifications

• 2–4 years of experience in transport, distribution, logistics or supply chain operations.
• Experience handling customer service escalations, delivery issues and disputes.
• Experience coordinating with carriers, suppliers and warehouse teams.
• Ability to analyze operational data, monitor KPIs and prepare reports.
• Strong communication skills and the ability to manage competing priorities under pressure.
• Familiarity with Outlook and general reporting tools.
• Exposure to continuous improvement, root cause analysis or change management is advantageous.
• Leadership experience is desirable but not essential.

Responsibilities

• Coordinate distribution activities with warehouse teams to ensure timely handovers.
• Act as primary contact for escalations, complaints and disputes; drive resolutions.
• Communicate with customers to understand issues and provide practical solutions.
• Build relationships with stakeholders, carriers and service partners.
• Oversee claims, investigate discrepancies and follow up actions.
• Monitor performance, analyze data and report on KPIs and service levels.
• Support cost management, productivity and profitability targets through coordination.
• Identify recurring issues, perform root cause analysis and implement improvements.
• Support change initiatives and communicate changes effectively.
• Collaborate with the Supervisor and team during peak periods to manage priorities.
• Maintain attention to detail in documentation, claims and communications.
• Promote a safe work environment and compliance with SOPs.

Skills

Team leadership

Customer service

Logistics operations

KPI reporting

Root cause analysis

Change management

Communication skills

Tools

Microsoft Outlook

Job description

Kuehne+Nagel Australia is seeking a Contract Logistics Distribution Team Leader to support the Supervisor in coordinating daily distribution activities, handling customer escalations and maintaining service performance. This hands-on role requires ownership, clear communication with customers and carriers, and the ability to resolve operational problems promptly.

The position involves coordinating with warehouse teams, managing escalations, and contributing to continuous improvement initiatives