ABOUT THE COMPANY A global forwarder and Supply Chain expert with a distinct local feel, with satellite offices strategically placed around Australia. Working on CW1 and utilising the latest technology, our client has grown extensively through aggressive acquisitions globally. ABOUT THE ROLE As a Customer Service Manager, you'll be at the forefront, leading a team of 7. Your role will be hands-on, guiding and mentoring your team to meet client expectations. You'll be the linchpin, connecting operations, transport, accounts, and agency networks to ensure customer satisfaction and issue resolution. DUTIES • Train, mentor and guide a team of 7 Customer Service staff • Ensure clients are serviced and maintained per agreements, KPI's and SOP's. • Provide daily status reports and troubleshoot potential issues with clients • Work closely with internal stakeholders to ensure minimal delays • Maintain and service a portfolio of accounts with critical clients • Work closely with the commercial teams to ensure new clients are onboarded, allocated and implemented currently • Ensure both internal policies/procedures are delivered according to agreed benchmark SOP and service deliverables SKILLS AND EXPERIENCE • Previous experience managing a Customer Service team within the freight forwarding industry • Actively contribute to planning and review sessions for key clients • Ensure strong SOP and compliance measures are up-to-date and accurate • Strong commercial outlook to assist with new client implementation • Experience reporting/presenting operational and financial performance and analysis to board/director-level • Proven ability to analyse and implement SOP and organisational structure change on a national profile COMPANY CULTURE This strong culture is built on respect and belonging, and they want to make the organisation a destination company. A diverse team that is competent and operationally strong. BENEFITS • Work with both local & regional sales teams and offices to deliver global supply chain solutions • Opportunity to support on a national platform • Work closely with the commercial team and board of directors • Extensive internal career progression within the business ABOUT US Veritas Recruitment recruits across multiple verticals, with industry-specific recruiters servicing a range of clients. Our divisions include Freight and Logistics, Senior Accounting and Finance, Accounting Support, Business Support, and Technical and Operational positions. To find out more about Veritas and our team, visit www.veritasrecruitment.com.au THE CONSULTANT Andrew Bennett specialises in recruiting within the Freight & Logistics space, having worked in the Logistics space (Freight Forwarding) for 15 years before moving into recruitment in 2015 APPLY ONLINE Please click the appropriate link and send your resume in Word format. Alternatively, for a confidential discussion, please contact Andrew Bennett on 0409 137 399