Customer Service Manager

Customer Service Manager / Team Leader – Transport & Logistics

Please only apply if you have the required experience and skills.

Please do not contact us directly. Only shortlisted candidates will be contacted.

About the Role

We are seeking an experienced and proactive Customer Service manager / Team Leader to lead our customer support function within a fast-paced transport and logistics environment.

This is a hands-on leadership role where you will be responsible for leading and supporting the Customer Support Team, overseeing daily transport operations, managing escalations, monitoring team performance, and ensuring a consistently high standard of service to our customers and drivers.

The successful candidate will be a confident people leader with strong transport knowledge, excellent communication skills and the ability to remain calm and make decisions in a time-critical operational environment.

Key Responsibilities

• Team Leadership: Lead, coach and support Customer Support Team Members across their daily responsibilities.
• Daily Operations: Oversee transport bookings, scheduling, customer requests and operational administration to ensure smooth service delivery.
• Customer & Driver Support: Ensure customers and drivers receive professional, responsive and accurate support.
• Escalation Management: Take ownership of service issues, delays, breakdowns and other operational escalations through to resolution.
• Performance Management: Monitor team performance, productivity, attendance, quality and service standards, providing regular feedback and coaching.
• Workforce Planning: Coordinate rosters and team coverage to ensure appropriate support across operational hours, including nights and weekends where required.
• Customer Communication: Oversee inbound and outbound calls and emails and ensure communication standards are consistently maintained.
• Process Improvement: Identify opportunities to improve customer service, administration and operational processes.
• Reporting: Maintain accurate records and provide regular reporting on customer service performance, incidents, escalations and team KPIs.
• Training & Development: Support onboarding and ongoing training of Customer Support Team Members.
• Accountability: Build a strong culture of ownership, attention to detail, teamwork and continuous improvement.

About You

• Previous experience as a Team Leader, Supervisor or Senior Customer Support professional.
• Previous experience within transport, logistics, freight or supply chain is highly desirable.
• Strong leadership and people-management skills.
• Excellent verbal and written communication with a professional phone manner.
• Strong customer service and problem-solving skills.
• Ability to confidently manage difficult situations and operational escalations.
• Excellent organisation, multitasking and attention to detail.
• Comfortable working in a fast-paced, time-critical environment.
• Strong computer literacy and ability to quickly learn transport and customer management systems.
• Experience managing KPIs, rosters, performance and team development is highly regarded.

What We're Looking For

We are looking for someone who doesn't just manage a team, but takes ownership of the customer support operation.

You will be expected to lead by example, support your team during challenging situations, maintain high service standards and ensure customers and drivers receive timely and professional support.

If you are an experienced customer service leader with a strong background in transport or logistics and enjoy developing people while improving operational performance, we would love to hear from you.