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.ResponsibilitiesTrain, coach, and mentor Internal Account Managers (IAMs) on role specific tasks and skillsMaintain service excellence with customer portfolio, ensuring risk mitigation and continuous value-add offeringEnsure 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.Experience RequiredPrior experience within a Customer Service Leadership role in a corporate setting and fast-paced environment is essentialTransport/Logistics Industry experience beneficial but not essentialExperience in coaching and mentoring a high-performing teamExperience with delivering ongoing value-add for functional successProven experience driving and delivering customer centric process improvements and enhancements, ensuring a no better experience for our customersThis is a fantastic opportunity to take the next step in your career at efm Logistics 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.Applications close COB Wednesday 29th January 2025.
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