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 ****:****,



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, fast-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
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 cooperative working environment, work life balance
Opportunity to shape customer service performance and processes across a growing business
#J-*****-Ljbffr

📌 Customer Service Manager (Sydney)
🏢 TIFS
📍 Sydney