Senior Customer Service Lead — B2B & Process Improvement

Michelin; Victoria; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Performance-based bonus

Career progression

Above industry superannuation

Wellness Leave

Employee Assistance Program

Parental leave (paid)

Staff incentives

Job summary

Michelin Australia is seeking a Senior Customer Service team member to lead the Customer Service function and drive an outstanding end-to-end order-to-delivery experience. You will guide the team, resolve escalations and promote digital platform adoption.

You will work closely with the Customer Service Manager to monitor KPIs, perform data-driven insights, and support continuous improvement in a fast-paced environment.

Qualifications

• Minimum 5 years’ experience in a customer service or call centre environment.
• Flexibility to work rotating shifts across call centre hours 7:30am–7:00pm, including late shifts.
• Experience in B2B customer service, dealer networks, fleet operations or sales administration is highly regarded.
• Demonstrated ability to act as a senior team reference point.
• Strong inbound and proactive outbound customer engagement experience.
• Excellent communication, stakeholder management and relationship building.
• Analytical capability with KPIs, dashboards and reporting tools; Power BI preferred.
• Advanced Excel skills; CRM systems, preferably Salesforce; ERP experience valued.

Responsibilities

• Act as operational lead and primary contact for Customer Service team.
• Support team to ensure consistent service delivery and compliance.
• Promote adoption of Michelin's digital platforms through education and support.
• Manage inbound enquiries related to orders, pricing, deliveries and claims.
• Conduct proactive outbound calls to customers and partners to improve experience.
• Track service KPIs and provide reports and insights to stakeholders.
• Utilise CRM, ERP and reporting tools to identify risks and improvements.
• Collaborate with internal departments to resolve customer issues.

Skills

Customer service

Stakeholder management

Communication

Problem solving

Multitasking

Tools

Power BI

Excel

Salesforce

CRM

ERP

Job description

Michelin Australia is seeking a Senior Customer Service team member to lead the Customer Service function and drive an outstanding end-to-end order-to-delivery experience. You will guide the team, resolve escalations and promote digital platform adoption.

You will work closely with the Customer Service Manager to monitor KPIs, perform data-driven insights, and support continuous improvement in a fast-paced environment.