Drive Your Career with Centurion: Seeking Customer Service Supervisor
Company Overview
Centurion is a premier logistics company with a long-standing reputation for excellence in transportation services across Australia. Founded in 1971, our business provides nationwide service with 34 branches across Western Australia, Queensland, Northern Territory, South Australia and Victoria.
We are seeking an experienced Customer Service Supervisor to join our Customer Service team based in Richlands.
Position Available: Customer Service Supervisor
Location: Richlands, QLD
The Opportunity:
We are seeking a dedicated and experienced Customer Service Supervisor who will be responsible for leading, coaching and developing a team of Customer Service Officers to deliver high-quality, efficient and customer-focused service.
This role oversees daily contact centre operations, manages escalations and complaints, monitors team performance and ensures compliance with service standards, contractual SLAs and regulatory requirements. You will play a key role in driving team engagement, operational excellence and continuous improvement.
Key Responsibilities:
* Provide daily leadership, coaching and escalation support to Customer Service Officers in line with Centurion service standards and SLAs
* Ensure customer calls and enquiries are managed and resolved efficiently, with accurate data entry into CRM and ticketing systems
* Support onboarding, induction and ongoing training, including quality monitoring, coaching sessions and performance reviews
* Monitor workloads, queues and service levels, providing daily direction and delegation
* Manage escalated customer issues, liaising with internal and external stakeholders to achieve timely resolution
* Identify and communicate risks, delays and operational issues to the Customer Experience Manager and customers as required
* Ensure compliance with organisational and industry requirements including Chain of Responsibility, Dangerous Goods handling, privacy and data protection
* Maintain accurate customer records and ticket histories across business systems
* Monitor KPIs and team performance, implementing coaching and development plans to address gaps and drive continuous improvement
* Prepare daily, weekly and monthly reports as required, sharing with management on service levels, customer issues and team performance
* Manage team rosters, leave and resourcing to ensure adequate coverage across peak and holiday periods
Skills and Experience:
* Demonstrated leadership experience within a customer service, contact centre or call centre environment
* 2–5 years' experience in transport, freight, logistics or supply chain customer service operations
* Experience using transport management systems (TMS), CRM, ticketing and telephony platforms
* Ability to analyse and interpret operational data such as tracking information, dashboards and fleet updates
* Advanced Microsoft Office skills (Word, Excel, PowerPoint and Outlook)
* Strong communication skills with the ability to manage escalations and time-critical issues
* Proven ability to build trust, engagement and a positive team culture
* Strong organisational skills with the ability to prioritise tasks and manage competing demands
* Proactive problem-solver with a continuous improvement mindset
Why Join Centurion?
* Join a stable, growing national logistics organisation
* Lead a high-impact customer service team in a fast-paced environment
* Strong focus on safety, service and values-driven leadership
* Career development opportunities within a national business
* Supportive leadership and a collaborative team culture
How to Apply?
Ready to take the next step in your customer service leadership career? Click Apply now. For more information, please contact ***********@centurion.net.au
Don't miss out on this exciting opportunity to join a leader in the transportation industry! We are an Equal Opportunity employer, and we encourage applications from women and First Nations People.
Please note that we do not accept applications from recruitment agencies. Direct applicants only.