Senior Manager - Customer Service

efm; City of Kingston; On-site; AUD 150,000 - 190,000; Full time

Job summary

efm Logistics is seeking a Senior Manager – Customer Service to lead the National Customer Service team from our Moorabbin office. The role focuses on delivering a No Better Experience for customers by guiding teams, improving processes and aligning with strategic goals.

You will manage CS Managers and a Customer Quality Manager, drive performance reviews and ensure resources meet peak periods while fostering a high-performing culture.

Qualifications

• Experience in a Customer Service Leadership role in a corporate setting (essential).
• Experience in coaching and mentoring a high-performing team.
• Experience delivering ongoing value-add for functional success.
• Proven experience driving and delivering customer-centric process improvements.

Responsibilities

• Develop, coach and manage Customer Service Managers and Customer Quality Manager on tasks, skills and leadership capabilities.
• Ensure clear role responsibilities, accountabilities and performance expectations aligned to KPIs.
• Lead the Customer Service function to deliver consistent service outcomes with proper resourcing and peak readiness.
• Monitor reporting, trends, risks and customer feedback to identify opportunities for improvement.
• Drive CS NPS improvement through action plans and service recovery initiatives.
• Manage escalations, incidents, customer risks and supplier issues with timely resolutions.
• Identify and deliver continuous improvement initiatives focused on customer experience and quality.
• Ensure compliance with policies, procedures, QMS/ISO requirements and working methods.
• Foster a high-performing, engaging work environment and cross-functional alignment.

Skills

Customer Service Leadership

Coaching & Mentoring

Process Improvement

Data-Driven Decisions

Cross-Functional Collaboration

Job description

At the heart of our service offering are our people and our promise to deliver a No Better Experience. Together, efm Logistics and AFS Global provide leading logistics and supply chain solutions across Australia, New Zealand and international markets. As part of the FMH Group, our businesses go beyond simply moving goods - we design, build, manage and deliver integrated, optimised supply chain solutions for our customers.

An exciting opportunity has come up within our Customer Service team! We are looking for a people-centric and strategic leader to take on the position of Senior Manager - Customer Service. The role will be based in our Moorabbin office.

The Senior Manager – Customer Service will successfully lead, manage and support the National Customer Service team, ensuring high-quality customer service outcomes are achieved while driving value-add continuous improvement initiatives to deliver a No Better Experience for our customers.

As the Senior Manager – Customer Service, your core duties will involve:

• Development, coaching and management of Customer Service Managers (CSMs) and Customer Quality Manager (CQM) on role-specific tasks, skills and leadership capabilities.
• Ensure the team have clear role responsibilities, accountabilities and performance expectations that support the delivery of overall department metrics and KPIs through weekly, monthly and formal performance reviews.
• Lead the Customer Service function to deliver consistent service outcomes, including effective resourcing, workload allocation, team coverage and readiness for peak periods.
• Monitor reporting, trends, risks and customer feedback to identify opportunities for improvement and support informed decision-making.
• Drive CS NPS improvement through action plans, service recovery practices and initiatives focused on improving the overall customer experience.
• Manage escalations, incidents, customer risks and supplier issues, ensuring effective and timely resolution while minimising business and customer impact.
• Identify and deliver continuous improvement initiatives centred around team and customer experience, reducing rework, strengthening quality and ensuring alignment with the strategic direction of the business.
• Ensure compliance with policies, procedures, QMS/ISO requirements and agreed ways of working, maintaining consistency across teams and processes.
• Drive and embed a high-performing, productive and engaging work environment and culture, while supporting cross-functional alignment to improve customer and business outcomes.

Experience Required

• Prior experience within a Customer Service Leadership role in a corporate setting and fast-paced environment is essential

• Experience in coaching and mentoring a high-performing team

• Experience with delivering ongoing value-add for functional success

• Proven experience driving and delivering customer centric process improvements and enhancements, ensuring a no better experience for our customers

This is a fantastic opportunity to take the next step in your career and evolve in a leadership capacity where you will have numerous opportunities to influence at all levels. You will be well supported through the transition to ensure you are set up for success.