At the heart of our service offering are our people and our promise to deliver an unmatched logistics experience. efm Logistics is leading as the largest 4PL provider in Australia & NZ, meaning we do much more than just ship goods. We design, build, manage and provide integrated, optimised supply chain solutions. This is an exciting opportunity to join our Victorian Customer Service team as a Customer Service Manager where you will utilise your leadership and influential skills in a fast-paced, vibrant and customer obsessed space. We are looking for a leader with a curious mind that identifies areas of opportunity and evolution in the customer service experience, is passionate about supporting their team and driving success through effective management of stakeholder relationships. Requirements The responsibilities of a Customer Service Manager include, but are not limited to, the below: Train, coach, and mentor Internal Account Managers (IAMs) on role specific tasks and skills Ensure the IAMs have clear role responsibilities and accountabilities that assist in the delivery of the overall department’s metrics and KPI’s through weekly, monthly, and formal performance reviews. Develop and execute Continuous Improvement initiatives centred around customer experience with actions recorded and updated. Maintain monthly meetings, with clear actions and minutes, with key stakeholders. Liaise with Customer Quality team to ensure compliance and quality of resolution. Ensure alignment across teams to establish and maintain consistency in processes and procedures. Experience Required Prior experience within a Customer Service Leadership role in a corporate setting and fast-paced environment is essential Transport/Logistics Industry experience beneficial but not essential Experience in coaching and mentoring a high-performing team Experience with delivering ongoing value-add for functional success Proven experience driving and delivering customer centric process improvements and enhancements, ensuring a no better experience for our customers Benefits Why should you join efm Logistics? Regular and ongoing professional development training, enhancing skills and career progression A dynamic and empowering culture, where we challenge each other to do it better. An opportunity to be part of an industry leader. Modern office space and technology, located within Moorabbin’s ever evolving Morris Moor complex. Transparent Salary and Bonus schemes Partner with a leading Australian charity, volunteering time to make a difference to the lives of children with cancer. Free parking, onsite café, company functions team building activities.