Customer Service Manager

Summary about this job

Detail information about job Customer Service Manager. Terms and conditions vacancy

The primary purpose of Toll Group is to connect people to products. Our core beliefs, our mission and our vision are underpinned by our values, integrity and trust, safety, continuous improvement, teamwork and being open and transparent.

Toll People are currently recruiting an experienced Customer Service Manager to join their business unit near the Perth Airport.

The Customer Service Manager is responsible for managing a team of representatives to ensure the effective and timely freight movement for the Intermodal and Specialised business unit in WA.

• Manage recruitment, training and career development of state Customer Service team (10 people), and ensure that the team is effectively guided, supported, motivated and suitably resourced to provide optimal outcomes for our customers.
• Develop and manage benchmark analysis for team productivity and responsiveness to customer needs.
• Manage operational admin assistance for damaged freight reporting, unidentified freight, undeclared dangers goods, etc.
• Ensure all state Customer Service activities comply with national guidelines and Toll quality and control standards, and that all facets of the business are focused on delivering best possible outcomes for customer relationships and expectations.
• Actively monitor and provide recommendations to senior management with regard to identifying and rectifying operational issues that contribute to poor customer experiences.
• Adhere to, and ensure team compliance with, best practice for handling of queries, complaints and other customer contact.
• Assist in integration of new customers and their requirements in consultation with Sales and Operations.
• Implement client-management services for existing clients as necessary, such as national proactive tracking, KPI reporting, etc.
• Champion and lead continuous improvement related to Customer Service processes across Western Australian and support and contribute to these initiatives nationally.
• Develop and support policies and procedures for managing reported incidents, including corrective action reporting.
• Establish and preserve strong relationships with key client representatives.
• Liaise regularly and effectively with internal stakeholders, and promote a collaborative approach within the division and across Toll.
• Promote and enforce safe work practices and environment, including safety walks, regular meetings with staff and any applicable HSE initiatives.

To be successful in this role, you will need the following:

• Strong negotiation skills and time management
• Extensive product knowledge and network awareness of staff
• Working knowledge of relevant IT systems
• Sound geographic, network and operational knowledge
• Pro-active Customer Service skills, customer focused
• Intermediate computer skills e.g. word processing, spread sheets and database software programs (Microsoft Word/Excel/PowerPoint, Internet, Outlook)
• Professional telephone manner
• Willing to personally lead, support, coach, train and do

Toll People are Australia’s most recognised provider of Supply Chain, Logistics, Transport and Warehouse staff. Whilst we service the Toll Group, we also service hundreds of external clients and partners, offering complete recruitment solutions from permanent and executive recruitment, business support recruitment to flexible labour and award-winning training and development programs.