Customer Quality Manager

At the heart of our service offering are our people and our promise to deliver a no better 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. 

As an independent service provider, we create tailored transport and warehousing solutions using a single technology platform and a dedicated Account Management team. Backed by 200+ industry experts, our people, technology, and innovation set us above from the competition. 

We are searching for a passionate leader to join our Customer Service team as a Customer Quality Manager. The purpose of the role is to successfully lead, coach and manage a high-performing team and support the Customer Service function by ensuring that high quality customer service experiences are met. You will lead value adding projects with a focus on process automation, systemisation and standardisation to consistently deliver a ‘No Better Experience’ to efm customers.  Team development, continuous improvement and a customer-centric approach are key focus areas to ensure effective processes and an engaged team, supported by our stakeholders for the right outcome

Responsibilities 

As the Customer Quality Manager, your responsibilities will include: 

• Training, coaching, and mentoring direct reports on role specific tasks and skills nationally. 

• Supporting with escalations and complex enquiries 

• Ensuring the Customer Service team have clear role responsibilities and accountabilities that assist in the delivery of the overall department’s metrics and KPIs 

• Conducting weekly, monthly, and formal performance reviews 

• Development and execution of Continuous Improvement initiatives 

• Identifying systemic issues, analysing and interpreting the extracted data to provide resolutions 

• Maintaining monthly meetings, with clear actions and minutes, with Service Delivery Senior Managers and Operations and display active engagement with key stakeholders 

• Regular cadence with key carrier partners to ensure alignment on expectations and procedures for customer-focused outcomes 

• Liaising with Customer Management team to ensure compliance and quality of resolution 

• Alignment across teams to establish and maintain consistency in processes and procedures  

• Peak management and planning, including resource coverage and seasonal process updates. 

Requirements 

• Prior experience within a Customer Service Leadership role in a corporate setting is essential 

• Transport/Logistics Industry experience is beneficial but not essential 

• Experience in coaching and mentoring a high-performing team 

• Experience with delivering ongoing value-add for functional success 

• Proven delivery/execution of process improvements and enhancements to the function by way of project management 

• Strong focus on 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 

• Free parking and onsite café 

• Company functions and team building activities 

• Partner with a leading Australian charity, volunteering time to make a difference to the lives of children with cancer

How to apply

If this sounds like you, please send your CV via the link below. We are looking forward to hearing from you!