Are you a people-first leader with a passion for delivering exceptional service? Do you thrive in dynamic environments where your decisions have a real impact? We’re looking for a proactive and strategic Customer Service Manager to lead service excellence within a fast-paced freight management and logistics organisation.
About The Opportunity
This is more than just a service desk role. You’ll be the driving force behind customer satisfaction, overseeing all aspects of service delivery, issue resolution, and continuous improvement in a high-volume transport environment. You'll empower a small team, shape culture, and collaborate closely with operations, finance, and business development to deliver on our customer promise.
What You’ll Do
* Champion a high-performance, “can-do” customer service culture.
* Lead and continuously improve customer support processes and systems.
* Manage customer queries from initial contact to resolution—including transport orders, PODs, returns, and damage claims.
* Build strong relationships with key clients, internal teams, and carriers.
* Develop scalable service offerings for existing and new customers.
* Support onboarding and seamless integration of new client accounts.
* Navigate demand spikes and exceptions with agility and precision.
* Ensure compliance with safety, quality, and service standards.
You’ll Lead
* A small, growing team of dedicated customer service professionals.
* Internal alignment between customer support, operations, and finance.
What You’ll Bring
* A background in road transport or logistics operations (highly regarded).
* Proven experience in customer service management within an operational, high-volume environment.
* Strong understanding of transport order management systems and workflows.
* High-level communication skills and ability to adapt to a variety of customer needs.
* Analytical mindset with excellent judgment and problem-solving ability.
* A proactive, hands-on leadership style and team-first attitude.
Bonus if you have:
* Key account management or business development experience.
* Exposure to customer portal or claims/returns systems.
* A relevant tertiary qualification (or equivalent industry experience).
What’s in It for You?
* Join a purpose-driven organisation focused on simplifying freight.
* Be part of a growing and innovative business.
* Contribute to an environmentally responsible and tech-forward industry.
* Enjoy a role with autonomy, growth, and impact—right at the customer frontline.
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