Senior Customer Service Representative

Michelin

. Act as the operational lead and primary point of contact for the Customer Service team, providing guidance on processes, escalations and service priorities .

Posted 9/18/2026full-timeMelbourne • AustraliaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service operations, with a focus on managing inbound and outbound customer interactions, utilizing CRM and ERP systems, and analyzing service KPIs to drive continuous improvement. Strong communication and relationship-building skills are essential for collaborating with stakeholders and enhancing customer satisfaction.

Highest-signal resume keywords

Customer Service ManagementKPI Tracking and ReportingCRM System ProficiencyB2B Customer EngagementAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceKPI AnalysisReporting ToolsAdvanced ExcelCRM SystemsERP SystemsPower BISalesforceProcess ImprovementOrder Management

Soft Skills

CommunicationStakeholder ManagementRelationship BuildingProblem-SolvingAttention to Detail

Tools & Technologies

CRMERPPower BIMicrosoft Office

Industry Keywords

B2B Customer ServiceDealer NetworksFleet OperationsSales AdministrationOperational Support

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Act as the operational lead and primary point of contact for the Customer Service team, providing guidance on processes, escalations and service priorities
Support Customer Service team members to ensure consistent service delivery and process compliance
Promote dealer and customer adoption of Michelin's digital platforms through customer education and support
Manage inbound customer enquiries relating to orders, product availability, pricing, deliveries, claims and escalated cases
Conduct proactive outbound calls to customers, dealers and business partners to improve customer experience, increase adoption of Michelin digital platforms, support service campaigns and contribute to customer satisfaction initiatives
Track service KPIs, monitor performance trends and provide meaningful reports and insights to stakeholders
Utilise CRM, ERP and reporting tools to identify risks, opportunities and process improvement initiatives
Collaborate with internal departments to resolve customer issues and drive positive outcomes
Report to the Customer Service Manager
Serve as the operational reference point for the Customer Service team across the customer order-to-delivery journey

Requirements

What you’ll need

Minimum 5 years’ experience in a customer service or call centre environment
Flexibility to work rotating shifts across call centre operating hours of 7:30am to 7:00pm, including a late shift (11:00am to 7:00pm)
Experience within B2B customer service, dealer networks, fleet operations, sales administration or operational support roles is highly regarded
Demonstrated ability to act as a senior team reference point, providing support and guidance to colleagues
Strong experience managing inbound customer enquiries and proactive outbound customer engagement
Excellent communication, stakeholder management and relationship building skills
Demonstrated analytical capability with experience using KPIs, dashboards, and reporting tools, with Power BI experience highly preferred
Strong problem-solving skills with a continuous improvement mindset
Demonstrated ability to manage multiple priorities, work effectively under pressure, and maintain a high level of professionalism and attention to detail in a fast-paced environment
Advanced Excel skills, with experience using CRM systems, preferably Salesforce
Experience with ERP systems and other Microsoft Office applications will be highly regarded

Benefits

Comp & perks

Competitive salary package with a performance-based bonus
Career progression opportunities within a global organisation
Above industry superannuation (2% above the Superannuation Guarantee)
4 additional Wellness Leave days per year
Employee Assistance Program
Staff incentives, including paid parental leave (primary & secondary)
Great company culture – open, collaborative and supportive environment
Opportunity to innovate, develop your skills and help pioneer the way forward
Flexible roster arrangements within Customer Service operating hours
Ongoing training and development, including product training and hands-on coaching