Senior Customer Service & Ops Lead

Michelin Reifenwerke AG & Co. KGaA; City of Melbourne; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Wellness Leave

Employee Assistance Program

Parental Leave

Above SG Super

Performance Bonus

Job summary

Michelin Australia seeks a Senior Customer Service team member to lead the customer service function and enhance the order-to-delivery journey. You will drive service excellence, provide guidance to teammates and act as a trusted advisor within the team.

The role focuses on inbound and outbound customer engagement, KPI reporting, and continuous improvement initiatives while collaborating with internal departments to deliver outstanding results. Competitive package awaits you.

Qualifications

• Minimum 5 years of experience in a customer service or call centre.
• Ability to work rotating shifts across 7:30am–7:00pm, including a late shift.
• Experience in B2B customer service, dealer networks, fleet operations or sales administration is valued.
• Ability to act as a senior reference point for colleagues.
• Strong inbound and proactive outbound customer engagement experience.
• Excellent communication, stakeholder management and relationship building skills.
• Analytical capability with KPI, dashboards, and reporting tools; Power BI preferred.
• Problem-solving with a continuous improvement mindset.
• Manage multiple priorities under pressure with professionalism and attention to detail.
• Advanced Excel and CRM experience; Salesforce preferred.
• ERP experience and proficiency in Microsoft Office.

Responsibilities

• Act as the operational lead and primary point of contact for the Customer Service team.
• Support team to ensure consistent service delivery and process compliance.
• Promote adoption of Michelin's digital platforms through customer education.
• Manage inbound customer inquiries regarding orders, availability, pricing, deliveries, claims.
• Conduct proactive outbound calls to customers, dealers and partners to improve customer experience.
• Track service KPIs, monitor trends and provide meaningful reports to stakeholders.
• Utilise CRM, ERP and reporting tools to identify risks, opportunities and improvement initiatives.
• Collaborate with internal departments to resolve customer issues and drive positive outcomes.

Skills

CS experience

B2B experience

Leadership

KPI reporting

Communication

Stakeholder management

Analytical thinking

Multitasking

Problem solving

Excel

Power BI

CRM systems

Salesforce

ERP systems

Microsoft Office

Tools

Salesforce

Excel

Power BI

ERP systems

Job description

Michelin Australia seeks a Senior Customer Service team member to lead the customer service function and enhance the order-to-delivery journey. You will drive service excellence, provide guidance to teammates and act as a trusted advisor within the team.

The role focuses on inbound and outbound customer engagement, KPI reporting, and continuous improvement initiatives while collaborating with internal departments to deliver outstanding results. Competitive package awaits you.