Customer Service Manager

• Smithfield Location
• $80-$90k per annum negotiable
• Monday to Friday - flexible starting times based on rotating roster

We are currently seeking an experienced Customer Service Manager to lead a team of 7 within a national transport company.
The ideal candidate will have previous experience in a similar field, be flexible with start times in a rotating roster and have the ability to work intermittent Saturdays paid at OT rates. The purpose of this position is to:

• Provide front line high quality service to customers
• Provide customers with accurate information regarding the service requested
• Maintain administrative data in company programs
• Lead & manage freight investigations

Roles and Duties

• Uphold and lead by the organisational Mission statement, company objectives and promote this to fellow colleagues
• Ensure all Visitors are inducted and fully understand the site rules.
• Ensure a high degree of accuracy in entry of data into company programs
• Maintain efficient and effective operations in the service centre
• Resolve and document the complaints as per defined processes and standards
• Ensure all instances of service failure or loss or damage to customer goods, are thoroughly investigated and documented
• Ensuring high standards of Quality are maintained, promoting safety policies and procedures on an ongoing basis
• Liaise with other work areas to seek and provide information relating to daily operations
• Constantly review daily plan to ensure service level KPIs are achieved, such as data entry of bookings, accuracy, effective closure of freight investigations, team performance
• Attend and contribute to meetings that relate to this position
• Understand the requirements of HACCP
• Entering of transport & warehouse bookings into system
• Lead and manage all freight investigations
• Be a point of escalation and resolving issues
• Collaborating with other department leaders to resolve issues
• Answering phones and email queries
• Daily, fortnightly, and monthly reporting
• Rostering of team including during annual leave and peak periods
• Training team members as well as other company employees
• Contribute to teams' improvement and development

Be a point of escalation for the internal teams and customers
Required Skills and Qualifications:

• Ability to build effective relationships, internally and externally
• Ability to deal difficult customers
• Active listening and learning skills to comprehend ideas and to understand the implications of new information by identifying and resolving complex problems
• Excellent organisational skills and effective communication skills
• Ability to meet deadlines and handle pressure / customer demands
• Be self-managed, motivated and energetic to create a great customer and team experience
• Demonstrated effective oral and written communication skills
• Strong IT skills: ability to use the computer for logistics related applications including transport and/ or warehouse management systems and Microsoft 365 applications such as outlook, word and excel
• Ability to work under pressure and still produce results
• Ability to be agile and flexible

If you believe you meet the criteria for this role, apply now or email you resume to Hannah Limond at hlimond@lpcommercial.com.au

LP Consulting Services | https://www.labourpower.com/labourpower-consulting-services