Overview
Transport & Distribution | WA Statewide Operations Perth-based | Senior Leadership Role
We are seeking an experienced Customer Service Manager to join our Perth-based Customer Service team within a well-established WA transport and distribution business.
This senior role is responsible for leading the customer service function, supporting the Major Account Manager, and ensuring consistent, high-quality service delivery across our metro and regional depot network. You will play a key role in strengthening customer relationships, driving service performance, and ensuring customer expectations are clearly understood, communicated, and delivered across all metropolitan and regional WA operations.
Responsibilities
* Leading and developing the Customer Service team, working closely with the Major Account Manager
* Acting as the escalation point for major customers and key accounts
* Ensuring proactive, accurate, and consistent communication with customers regarding deliveries, service performance, and issues
* Coordinating customer service priorities with regional depot managers, transport operations, and planning teams
* Overseeing customer reporting, service metrics, billing queries, credits, and claims in collaboration with finance
* Monitor customer satisfaction, identify trends, and drive continuous service improvements across the network
* Develop, track, and report on customer service and major account KPIs, including service levels, claims, and response times
* Supporting onboarding and ongoing management of major customers, ensuring service requirements are clearly implemented across all depots
* Driving standardisation, efficiency, and consistency in customer service processes statewide
* Providing weekly & monthly management reporting
About you / Qualifications
* Proven experience of a minimum 3 yrs managing and leading customer service or client-facing teams within transport, logistics, distribution, or a similar operational environment
* Strong understanding of transport operations, regional service delivery, and multi-depot coordination
* Experience managing or supporting major / key accounts
* Excellent communication and stakeholder management skills
* A practical, solutions-focused approach to resolving service issues
* Experienced in using CRM systems, transport systems, Microsoft Office Suite and performance reporting tools
* Sound understanding of invoicing, claims, and service-related billing processes
* A hands-on leadership style with a strong focus on accountability and continuous improvement
* Diploma or certificate in business, frontline management (tertiary qualifications highly regarded)
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Why join us?
* Senior leadership role with real influence on customer outcomes
* Stable, well-established business with long-term customers
* Opportunity to shape customer service strategy and standards
* Competitive salary package commensurate with experience
If you are a customer-focused leader with strong transport or logistics experience and enjoy working closely with operations and major customers, we'd like to hear from you.
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