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 qualified 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 responsibilitiesLead, coach and develop the Customer Service team, building accountability, structure and a high-performance cultureManage daily workloads, priorities and open customer cases to ensure timely resolutionAct as the key escalation point for complex customer complaints, service failures and operational issuesMonitor and report on response times, service levels and team KPIs, and take action where targets are not being metManage customer relationships, including regular service reviews and performance reportingSupport new customer onboarding, working with Operations and Projects to set up service requirements and workflowsIdentify recurring issues and drive root-cause analysis and corrective actionsEnsure customer service activities meet compliance requirements, including HACCP, ISO ****:****,



WHS and customer-specific operating standardsImprove customer service processes, systems and workflows, working with internal IT on reporting and efficiency improvementsMaintain accurate CRM records and strong follow-up on all customer communicationsAbout youProven experience leading a customer service, contact centre or customer operations team, ideally within 3PL, transport, logistics or supply chainStrong leadership skills with the ability to motivate, develop and hold a team accountableExperience working to KPIs and service level agreements, including performance reportingConfidence managing escalations and difficult conversations with customers and internal stakeholdersStrong problem-solving and decision-making skills, with a focus on fast and effective solutionsExceptional written and verbal communication and stakeholder management skillsAbility to manage time-critical priorities in a high-volume, fast-paced environmentUnderstanding of quality and compliance frameworks; experience in regulated food environments (HACCP) highly regardedHands-on, lead-from-the-front approach with a continuous improvement mindsetCirca $90K -110K + Super (Based on Exp)Full-Time position – 38 hours per weekBased in Ingleburn NSW, with undercover parking providedCasual, relaxed and collaborative working workplace, work life balanceOpportunity to shape customer service performance and processes across a growing business
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📌 Customer Service Manager (Sydney)
🏢 TIFS
📍 Sydney