Senior Manager - Customer Service
At the heart of our service offering are our people and our promise to deliver a No Better Experience. Together, efm Logistics and AFS Global provide leading logistics and supply chain solutions across Australia, New Zealand and international markets. As part of the FMH Group, our businesses go beyond simply moving goods - we design, build, manage and deliver integrated, optimised supply chain solutions for our customers.
An exciting opportunity has come up within our Customer Service team! We are looking for a people-centric and strategic leader to take on the position of Senior Manager - Customer Service. The role will be based in our Moorabbin office.
The Senior Manager – Customer Service will successfully lead, manage and support the National Customer Service team, ensuring high-quality customer service outcomes are achieved while driving value-add continuous improvement initiatives to deliver a No Better Experience for our customers.
Requirements
As the Senior Manager – Customer Service, your core duties will involve:
- Development, coaching and management of Customer Service Managers (CSMs) and Customer Quality Manager (CQM) on role-specific tasks, skills and leadership capabilities.
- Ensure the team have clear role responsibilities, accountabilities and performance expectations that support the delivery of overall department metrics and KPIs through weekly, monthly and formal performance
