Senior Customer Service Representative

Groupe Michelin; 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

Are you an experienced customer service professional who thrives in a fast-paced environment and enjoys leading by example? Join Michelin Australia as our Senior Customer Service team member and play a pivotal role in delivering an exceptional customer experience while supporting the day-to-day operations of our Customer Service function.

About Us

We’re a globally recognised organisation, driven by our purpose of giving everyone a “better way forward.” We offer a collaborative and caring team environment, with a strong focus on learning and development, where your contributions are recognised and supported with competitive incentives, career growth and opportunities.

About the Role

Reporting to the Customer Service Manager, the Senior Customer Service team member acts as the operational reference point for the Customer Service team, supporting the delivery of outstanding service across the customer order-to-delivery journey.

This role combines inbound customer support, proactive outbound customer engagement, KPI reporting, problem solving, process improvement and team support. You will act as a trusted advisor within the team, helping drive service excellence while contributing to continuous improvement initiatives that enhance the customer experience.

Key Responsibilities

Act as the operational lead and primary point of contact for the Customer Service team, providing guidance on processes, escalations and service priorities.

Support Customer Service team members to ensure consistent service delivery and process compliance.

Promote dealer and customer adoption of Michelin's digital platforms through customer education and support.

Manage inbound customer enquiries relating to orders, product availability, pricing, deliveries, claims and escalated cases.

Conduct proactive outbound calls to customers, dealers and business partners to improve customer experience, increase adoption of Michelin digital platforms, support service campaigns and contribute to customer satisfaction initiatives.

Track service KPIs, monitor performance trends and provide meaningful reports and insights to stakeholders.

Utilise CRM, ERP and reporting tools to identify risks, opportunities and process improvement initiatives.

Collaborate with internal departments to resolve customer issues and drive positive outcomes.

What We're Looking For

Minimum 5 years ’ experience in a customer service or call centre environment.

Flexibility to work rotating shifts across call centre operating hours of 7:30am to 7:00pm, including a late shift (11:00am to 7:00pm) .

Experience within B2B customer service, dealer networks, fleet operations, sales administration or operational support roles is highly regarded.

Demonstrated ability to act as a senior team reference point, providing support and guidance to colleagues.

Strong experience managing inbound customer enquiries and proactive outbound customer engagement.

Excellent communication, stakeholder management and relationship building skills.

Demonstrated analytical capability with experience using KPIs, dashboards, and reporting tools, with Power BI experience highly preferred.

Strong problem-solving skills with a continuous improvement mindset.

Demonstrated ability to manage multiple priorities, work effectively under pressure, and m aintain a high level of professionalism and attention to detail in a fast-paced environment.

Advanced Excel skills, with experience using CRM systems, preferably Salesforce.

Experience with ERP systems and other Microsoft Office applications will be highly regarded.

What’s in it for you?

Competitive salary package with a performance-based bonus.

Career progression opportunities within a global organisation.

Above industry superannuation (2% above the Superannuation Guarantee).

4 additional Wellness Leave days per year & access to Employee Assistance Program.

Staff incentives, including paid parental leave (primary & secondary) & more!

Great company culture – open, collaborative and supportive environment.

Opportunity to innovate, develop your skills and help pioneer the way forward.

Flexible roster arrangements within Customer Service operating hours.

Ongoing training and development, including product training and hands‑on coaching.

At Michelin, we put people at the heart of everything we do. Our commitment to customer experience, operational excellence, continuous improvement and people development helps us create meaningful outcomes for customers, communities and our employees.

You’ll be empowered to take initiative, improve processes, challenge the status quo and contribute to impactful work, while building a rewarding career within a respected global organisation.