Smithfield Location $80-$90k per annum negotiable Monday to Friday - flexible starting times based on rotating roster We are currently seeking an experienced Customer Service Manager to lead a team of 7 within a national transport company. The ideal candidate will have previous experience in a similar field, be flexible with start times in a rotating roster and have the ability to work intermittent Saturdays paid at OT rates. The purpose of this position is to: Provide front line high quality service to customers Provide customers with accurate information regarding the service requested Maintain administrative data in company programs Lead & manage freight investigations Roles and Duties Uphold and lead by the organisational Mission statement, company objectives and promote this to fellow colleagues Ensure all Visitors are inducted and fully understand the site rules. Ensure a high degree of accuracy in entry of data into company programs Maintain efficient and effective operations in the service centre Resolve and document the complaints as per defined processes and standards Ensure all instances of service failure or loss or damage to customer goods, are thoroughly investigated and documented Ensuring high standards of Quality are maintained, promoting safety policies and procedures on an ongoing basis Liaise with other work areas to seek and provide information relating to daily operations Constantly review daily plan to ensure service level KPIs are achieved, such as data entry of bookings, accuracy, effective closure of freight investigations, team performance Attend and contribute to meetings that relate to this position Understand the requirements of HACCP Entering of transport & warehouse bookings into system Lead and manage all freight investigations Be a point of escalation and resolving issues Collaborating with other department leaders to resolve issues Answering phones and email queries Daily, fortnightly, and monthly reporting Rostering of team including during annual leave and peak periods Training team members as well as other company employees Contribute to teams' improvement and development Be a point of escalation for the internal teams and customers Required Skills and Qualifications: Ability to build effective relationships, internally and externally Ability to deal difficult customers Active listening and learning skills to comprehend ideas and to understand the implications of new information by identifying and resolving complex problems Excellent organisational skills and effective communication skills Ability to meet deadlines and handle pressure / customer demands Be self-managed, motivated and energetic to create a great customer and team experience Demonstrated effective oral and written communication skills Strong IT skills: ability to use the computer for logistics related applications including transport and/ or warehouse management systems and Microsoft 365 applications such as outlook, word and excel Ability to work under pressure and still produce results Ability to be agile and flexible If you believe you meet the criteria for this role, apply now or email you resume to Hannah Limond at hlimondlpcommercial.com.au LP Consulting Services | https://www.labourpower.com/labourpower-consulting-services