Freight Forwarding - Customer Service Manager- BNE- new

at  People Group

• Fantastic prospect as a Customer Service Manager
• A transformational business leader in Freight forwarding
• Salary package up to $140,000 + Super

WHAT YOU WILL NEED TO SUCCEED

• Bachelor’s Degree in Logistics with 5+ years’ experience in the Logistics Industry or Equivalent experience (10 years)
• Effective at managing multiple tasks simultaneously and comfortable taking on responsibility
• Customer Service Manager experience
• Meticulous and vigilant, with a high level of attention to detail
• Excellent communicator
• Problem solver; always looking for creative solutions
• Drivers licence with the ability to travel domestically frequently

YOUR NEW ROLE - CUSTOMER SERVICE MANAGER

As a Customer Service Manager, you’ll focus on guiding the team to deliver outstanding customer service throughout the acquisition, onboarding, and retention phases.

YOUR JOB DUTIES & RESPONSIBILITY INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING:

• Assist the State Director to Provide leadership to the branches Sales Representative (yet to be appointed) and Customer Services (Portfolio Managers) Team by mentoring and training the branch staff to deliver excellent customer service levels
• Guide the Customer Service Team to reach their Annual GP & Margin targets for their allocated clients
• Drive the implementation of the branch Client Contact Plan (CCP) including Phone Calls, Zoom Calls & Client Visits ensuring that agreed targets are met individually and collectively
• Achieve the State’s agreed speed of invoicing targets and WIPs and Accruals are maintained at agreed levels
• Ensure that the implementation of MyHub+ and Cyberfreight is supported by all Customer Service staff and adequate time provision is made to ensure a successful transition is made
• Assist the State Director in Working with the Sales Team on onboarding of new clients for a seamless transition from the sales team to the customer services team
• Join the Customer Service Team on Existing Client Calls to provide review and oversight of our service levels and act on any issues
• Provide timely advice to the State Director on any company or client issues, as relevant
• Work towards a 95% score on Customer Satisfaction Index for the State’s client base
• Maintain a high standard of service to any Clients for which you remain the Portfolio Manager, as applicable
• Ensure all Brokerage (B) Jobs are managed by the Branch Customer Service Team within the CCP.
• Assist the State Director, and/or conduct annual staff reviews for your team
• Assist with AR Collections as and when required
• Participate in the development of a safe and healthy workplace.
• Comply with instructions given for your safety and health and that of others, in adhering to safe work procedures.

WHAT YOU NEED TO DO NOW

If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your resume, or call Thomas Hunter now at 0437 537 710.
If this job isn’t quite right for you but you are looking for a new position, please contact us for a confidential discussio