About the role

We are seeking an experienced and hands-on Customer Service Manager to lead our Customer Service team within a fast-paced Third-Party Logistics (3PL) environment. Reporting to the General Manager, you will own the end-to-end customer experience – from day-to-day service delivery and escalations through to KPI performance, service reviews and continuous improvement. This is a key leadership role working closely with Warehousing, Transport, Operations and Projects to make sure our customers receive accurate, timely and professional service.

You will balance hands-on leadership of the team with a focus on improving processes, systems and service standards as the business grows.

Key responsibilities

- Lead, coach and develop the Customer Service team, building accountability, structure and a high-performance culture

- Manage daily workloads, priorities and open customer cases to ensure timely resolution

- Act as the key escalation point for complex customer complaints, service failures and operational issues

- Monitor and report on response times, service levels and team KPIs, and take action where targets are not being met

- Manage customer relationships, including regular service reviews and performance reporting

- Support new customer onboarding, working with Operations and Projects to set up service requirements and workflows

- Identify recurring issues and drive root-cause analysis and corrective actions

- Ensure customer service activities meet compliance requirements, including HACCP, ISO 9001:2015,



WHS and customer-specific operating standards

- Improve customer service processes, systems and workflows, working with internal IT on reporting and efficiency improvements

- Maintain accurate CRM records and strong follow-up on all customer communications

About you

- Proven experience leading a customer service, contact centre or customer operations team, ideally within 3PL, transport, logistics or supply chain

- Strong leadership skills with the ability to motivate, develop and hold a team accountable

- Experience working to KPIs and service level agreements, including performance reporting

- Confidence managing escalations and difficult conversations with customers and internal stakeholders

- Strong problem-solving and decision-making skills, with a focus on fast and effective solutions

- Exceptional written and verbal communication and stakeholder management skills

- Ability to manage time-critical priorities in a high-volume, rapid-paced environment

- Understanding of quality and compliance frameworks; experience in regulated food environments (HACCP) highly regarded

- Hands-on, lead-from-the-front approach with a continuous improvement mindset

Benefits

- Circa $90K -110K + Super (Based on Exp)

- Full-Time position – 38 hours per week

- Based in Ingleburn NSW, with undercover parking provided

- Casual, relaxed and collaborative working environment, work life balance

- Opportunity to shape customer service performance and processes across a growing business

📌 Customer Service Manager (Ingleburn)
🏢 TIFS
📍 Ingleburn