Job Description

Border Express currently has an exciting opportunity available for an experienced and motivated Customer Service Supervisor to join the team at our Tullamarine Branch.

Duties: n

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- Handle complex and escalated customer service issues and use appropriate communication channels to further escalated and/or address to ensure customer satisfaction
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- Promote responsible use of approved AI tools and technology to support service quality, efficiency, reporting and decision making in line with company policy and data protection requirements
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- Work across functions (Account Management, New Business, Operations) to ensure customer service requirements are understood, planned and resourced during the onboarding period and ongoing.
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- Ensure all customer enquiries and proactive communication are actioned in a timely manner and within KPIs - in line with Border Express work processes and guidelines.
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- Lead and coach your team to deliver KPIs, ticket and call quality and data integrity within the company CRM and telephony system
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- Actively encourage your team to provide feedback and ideas with a focus on continuous improvement
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- Undertake employee leadership and management including recruitment, team development, 1:1s, succession planning and the delivery of performance reviews and support to drive ongoing team member professional development
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- Attend and participate in daily Customer Service and Operational meetings
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- Develop,



and guide your team to develop effective and positive working relationships with all internal and external stakeholders:
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- Complete all reports including but not limited to; daily team member KPI performance, tickets, discrepancies, management and operational reporting
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Skills and Experience: nn
- Leadership experience: people and budget
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- Background in and understanding of the transport industry
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- Professional experience in customer service
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- Experience working with customers via email and telephone, with the ability to maintain professionalism and sensitivity on all correspondence
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- Experience working with a CRM preferred
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- Positive PC skills, experience in Microsoft Office suite, company ERP and/or transport management system
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Get to know Border Express: n

At Border Express we're committed 100% to providing the very best supply chain services for Australia. Our business is working towards a fully supported regional network model to be the best carrier out to regional Australia with full visibility.

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We are an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We are committed to achieving a diverse workforce and strongly encourage applications from all cultures, languages, abilities, sexual orientations, gender identities.

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We work hard to create a safe and inclusive environment for all. We encourage and support our team members to grow their careers with Border Express, by providing ongoing opportunities and development to grow and make a real difference.

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📌 Customer Service Supervisor (Melbourne)
🏢 Border Express
📍 Melbourne