Customer Service Manager

At the heart of our service offering are our people and our promise to deliver an unmatched logistics experience. efm Logistics is leading as the largest 4PL provider in Australia & NZ, meaning we do much more than just ship goods. We design, build, manage and provide integrated, optimised supply chain solutions. 

Looking for your next step in your career at efm? We have an exciting opportunity to become a Customer Service Manager, supporting one of our high-performing VIC Customer Service teams!  

The Customer Service Manager’s role is to successfully lead, coach and manage a high-performing team and support the Customer Service function to ensure high quality customer service experiences are met. Lead value adding initiatives to deliver a ‘No Better Experience’ to efm customers. Team development and continuous improvement are key focus areas to ensure efficient processes and an engaged team, positively regarded within the efm business. 

Requirements

The responsibilities of a Customer Service Manager include: 

• Train, coach, and mentor Internal Account Managers (IAMs) on role specific tasks and skills  

• Maintain service excellence with customer portfolio, ensuring risk mitigation and continuous value-add offering  

• Ensure the IAMs have clear role responsibilities and accountabilities that assist in the delivery of the overall department’s metrics and KPI’s through weekly, monthly, and formal performance reviews. 

• Develop and execute Continuous Improvement initiatives centred around customer experience with actions recorded and updated. 

• Maintain monthly meetings, with clear actions and minutes, with key stakeholders.  

• Liaise with Customer Quality team to ensure compliance and quality of resolution. 

• Ensure alignment across teams to establish and maintain consistency in processes and procedures. 

• Active involvement in onboarding of new customers post implementation 

What we're looking for

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

• Transport/Logistics Industry experience beneficial but not 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 

Benefits

Why join efm Logistics?

• Strong focus on regular and ongoing professional development training, enhancing skills and career progression
• A dynamic and empowering culture, where we challenge each other to do it better
• An opportunity to be part of an industry leader
• Competitive salary and bonus scheme
• Modern office space and technology, located within Moorabbin’s ever evolving Morris Moor complex
• Free parking and onsite café
• Company functions and team building activities
• Partner with 2 charities, volunteering time to make a difference and contribute to the positive impact they are having both locally and internationally