About the Company The client is a leading logistics and supply chain management company. Specialising in freight forwarding, customs brokerage, warehousing, distribution, and supply chain solutions, this business is dedicated to providing tailored logistics solutions that meet the specific needs of their clients. With a strong international presence and a commitment to reliability and customer satisfaction, they serve various industries by ensuring efficient and cost-effective transportation and handling of goods. About the Role Overseeing overall Customer Service excellence, developing and reviewing process improvements, and driving exceptional customer service. This position requires managing a team of 10 customer service staff based in Sydney, Brisbane, Melbourne, Perth, and Auckland. Responsibilities Perform customer service tasks to an exceptional standard. Lead the customer service team to achieve key targets. Collaborate with internal and external stakeholders. Manage annual leave and coverage for staff. Liaise with overseas offices/agents as well as shipping lines, airlines, and co-loaders. Prepare and maintain client status reports for key clients. Update bi-monthly rate cards for clients. Serve as an escalation point for customer inquiries not immediately resolved. Invoice consignments and maintain profitability. Develop trust and relationships with a portfolio of clients. Acquire a thorough understanding of customer needs and requirements. Expand relationships with existing customers by continuously proposing solutions that meet their objectives. Drive customer onboarding, acting as a point of escalation for Key Account Managers and the customer service team. Collaborate with key external stakeholders to resolve customer issues. Actively review processes and service levels. Qualifications High attention to detail. Excellent communication skills, both written and verbal. Exceptional organisational skills. Ability to source and provide solutions for customers. Capability to build and maintain client relationships. Customer-focused. Knowledge of Cargo Wise is advantageous. Experience with MS Office. Sound understanding of freight forwarding operational processes and Incoterms. Ability to work closely within a team environment. Required Skills High attention to detail. Excellent communication skills, both written and verbal. Exceptional organisational skills. Ability to source and provide solutions for customers. Capability to build and maintain client relationships. Customer-focused. Knowledge of Cargo Wise will be an advantage. Experience with MS Office. Sound understanding of freight forwarding operational processes and Incoterms. Ability to work closely within a team environment. Next Steps If you want to feel truly included in a business that shares in success, there’s a world of opportunity waiting. If you’d like to apply, then please submit an up-to-date resume through this advert. If you have any questions, then please reach out directly to Kristine Rosales at krosalesmorganconsulting.com.au.