Customer Service Manager

efm Logistics

. Train, coach, and mentor Internal Account Managers (IAMs) on role specific tasks and skills .

Posted 10/26/2026full-timeMoorabbin • AustraliaMid-LevelSenior💰 A$100,000 - A$125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in training and mentoring teams to enhance customer service delivery while driving continuous improvement initiatives. Proven ability to manage performance metrics and ensure compliance with quality standards.

Highest-signal resume keywords

Customer Service LeadershipCoaching And MentoringProcess ImprovementStakeholder EngagementTeam Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ReviewsKPI ManagementContinuous Improvement InitiativesCustomer Experience EnhancementRisk Mitigation

Soft Skills

CommunicationCollaborationLeadershipProblem-Solving

Industry Keywords

Transport IndustryLogistics IndustryCustomer Quality Compliance

About the role

Key responsibilities & impact

Train, coach, and mentor Internal Account Managers (IAMs) on role specific tasks and skills
Maintain service excellence with customer portfolio, ensuring risk mitigation and continuous value-add offering
Ensure IAMs have clear role responsibilities and accountabilities supporting department metrics and KPIs through weekly, monthly, and formal performance reviews
Develop and execute continuous improvement initiatives centred around customer experience
Maintain monthly meetings with key stakeholders, including clear actions and minutes
Liaise with the Customer Quality team to ensure compliance and quality of resolution
Ensure alignment across teams to establish and maintain consistency in processes and procedures
Actively participate in onboarding new customers post implementation
Lead, coach, and manage a high-performing team
Support the Customer Service function in delivering high-quality customer service experiences
Lead value-adding initiatives to deliver a 'No Better Experience' to customers

Requirements

What you’ll need

Prior experience within a Customer Service Leadership role in a corporate setting and fast-paced environment is essential
Transport/Logistics Industry experience beneficial but not essential
Experience in coaching and mentoring a high-performing team
Experience with delivering ongoing value-add for functional success
Proven experience driving and delivering customer centric process improvements and enhancements, ensuring a no better experience for our customers