Senior Customer Service Representative

Michelin Oy; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Performance-based bonus

Career progression

Wellness leave

Parental leave

Job summary

Michelin Australia seeks a Senior Customer Service Representative to lead the CS team and drive exceptional service across the order-to-delivery journey.

You will manage inbound inquiries, perform proactive outbound engagement, and report on KPIs using CRM/ERP tools. The role emphasizes continuous improvement, cross-functional collaboration, and delivering a superior customer experience.

Qualifications

• Minimum 5 years in customer service or call centre roles.
• Experience with B2B or dealer networks is advantageous.
• Excellent communication and stakeholder management skills.
• Strong problem-solving and KPI/reporting experience (Power BI preferred).

Responsibilities

• Lead the Customer Service team as operational reference point.
• Support day-to-day order-to-delivery operations.
• Handle inbound inquiries and proactive outbound engagement.
• Track KPIs and provide reports to stakeholders.
• Collaborate with internal departments to resolve issues.

Skills

5+ years experience

Customer empathy

Stakeholder management

Analytical thinking

Problem solving

Tools

Power BI

Salesforce

Excel

ERP systems

Job description

Senior Customer Service Representative

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 maintain 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.

Why Michelin?

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.

Michelin, the leading tire company, is dedicated to sustainably improving the mobility of goods and people by manufacturing and marketing tires and services for every type of vehicle, including airplanes, automobiles, bicycles/motorcycles, earthmovers, farm equipment and trucks. It also offers digital mobility support services and publishes travel guides, hotel and restaurant guides, maps and road atlases. Headquartered in Clermont-Ferrand, France, Michelin is present in more than 170countries, has 111,200 employees and operates 67 production plants in 17 different countries. Michelin has a Technology Center in charge of research and development, with operations in Europe, North America and Asia. In short, whether you look at our mission, our products or our people, Michelin is a company that truly helps you to move forward... Visit our website to discover more about us www.michelin.com