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Border Express currently has an exciting opportunity available for an experienced and motivated Customer Service Supervisorto join the team at our Perth Airport Branch for a 12 month fixed term Parental Leave contract.
Duties:
Lead and coach a team of high performing, motivated customer service officers (3+) to provide proactive and responsive high quality customer support.
Plan, prioritise, resource and delegate work tasks to ensure proper functioning of the department in the most cost-effective way – while ensuring high quality customer service
Handle complex and escalated customer service issues and use appropriate communication channel to further escalate and/or address to ensure customer satisfaction
Work across functions (Account Management, New Business, Operations) to ensure customer service requirements are understood, planned and resourced during the onboarding period and ongoing.
Ensure all customer queries/tickets, proactive reporting and tickets are actioned in a timely manner and within KPIs -in line with Border Express work processes and guidelines.
Lead and coach your team to deliver KPIs, ticket and call quality and data integrity within the company CRM and telephony system
Actively encourage your team to provide feedback and ideas with a focus on continuous improvement
Undertake employee leadership and management including recruitment, team development, 1:1s, succession planning and the delivery of performance reviews and support to drive ongoing team member professional development
Ensure the team is trained across all customer service functions and, therefore, equipped to provide support for other CS teams if required (ie phones, other states)
Attend and participate in daily Customer Service and Operational stand up meetings
Develop, and guide your team to develop, effective and positive working relationships with all internal and external stakeholders:
Complete all reports including but not limited to; daily team member KPI performance, tickets, discrepancies, management and operational reporting
Skills and Experience:
Background in and understanding of the transport industry
Professional experience in customer service
Experience working with customers via email and telephone, with the ability to maintain professionalism and sensitivity on all correspondence
Past experience working with a CRM preferred
Good PC skills, experience in Microsoft Office suite, company ERP and/or transport management system
Get to know Border Express:
At Border Express we're committed 100% to providing the very best supply chain services for Australia. Our business is working towards a fully supported regional network model to be the best carrier out to regional Australia with full visibility.
We are an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We are committed to achieving a diverse workforce and strongly encourage applications from all cultures, languages, abilities, sexual orientations, gender identities.
We work hard to create a safe and inclusive environment for all. We encourage and support our team members to grow their careers with Border Express, by providing ongoing opportunities and development to grow and make a real difference.
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Your application will include the following questions:Which of the following statements best describes your right to work in Australia? What's your expected annual base salary?
For more than 30 years, we have committed to deliver only the best service and the best results.
And now as we move into a new age of growth, we have set the bar as high as it will go.
We are not just 100% committed to deliver your freight, which is what you should expect of any freight carrier, we are committed to deliver 100%.
When you think about it there is a big difference.
Anything less than a 100% successful delivery is not acceptable to us and shouldn't be to you either.
It seems to us that many in our industry believe that if they get it right most of the time or even nearly all the time, they've done a good job.
Not us. Not ever. Our commitment to deliver 100% on time, in full and intact is real.
There is no compromise.
Near enough is very definitely not good enough at Border Express.
It's not good enough for us and it shouldn't be good enough for you either.
Source: This is an extract from the company's own website.
For more than 30 years, we have committed to deliver only the best service and the best results.
And now as we move into a new age of growth, we have set the bar as high as it will go.
We are not just 100% committed to deliver your freight, which is what you should expect of any freight carrier, we are committed to deliver 100%.
When you think about it there is a big difference.
Anything less than a 100% successful delivery is not acceptable to us and shouldn't be to you either.
It seems to us that many in our industry believe that if they get it right most of the time or even nearly all the time, they've done a good job.
Not us. Not ever. Our commitment to deliver 100% on time, in full and intact is real.
There is no compromise.
Near enough is very definitely not good enough at Border Express.
It's not good enough for us and it shouldn't be good enough for you either.
Source: This is an extract from the company's own website.
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