Customer Service Supervisor

About the role

The purpose of the role is to project a professional and courteous first impression for all staff, customers, contractors and visitors. This position is also responsible for the on-going maintenance of that image through the customer service area. This is a front-line position, which requires a high level of communication, professionalism, attention to detail and customer service to be applied consistently every day. Success in this position will be measured when customer service satisfaction targets are met, a safe workplace is actively demonstrated, and accuracy targets are met.

Key responsibilities

• Lead and coach a team of customer service officers to provide proactive and responsive high quality customer support.
• Be the customer service point of contact and lead for internal Niche Logistics departments – ensure contacts are up to date, specific processes or requirements are communicated across all of customer service, lead conversation/communication with Operations to improve service and provide customer feedback
• Plan, prioritise, resource and delegate work tasks to maximise productivity with consideration to fluctuating volume – while ensuring high quality customer service across all channels: tickets, email, phone, face to face
• Ensure the team is trained across all customer service functions and, therefore, equipped to provide support if required
• Work across functions (Account Management, New Business, Operations) to ensure customer service requirements are understood, planned and resourced during the onboarding period and ongoing.
• Handle complex and escalated customer service issues and use appropriate communication channel to further escalate and/or address to ensure customer satisfaction
• Ensure all customer queries and proactive reporting are actioned in a timely manner and within KPIs - in line with Niche Logistics work processes and guidelines.
• Lead and coach your team to deliver KPIs, call quality and data integrity are noted within the company CRM and telephony system
• Undertake employee leadership and management including recruitment, team development, 1:1s, succession planning and the delivery of performance reviews and support to drive ongoing team member professional development
• Actively encourage your team to provide feedback and ideas with a focus on continuous improvement

About you

• Year 12 or equivalent
• 2-3 years' experience in a supervisory position
• Professional experience in customer service
• Experience working with customers via email, telephone
• Excellent communication skills – both written and verbal
• Strong experience in Microsoft suite
• Ability to investigate and solve difficult problems with effective solutions
• Previous experience working with a CRM
• Experience and understanding of the transport and logistics industry

About Us:

Niche Logistics (formally Niche Transport) began as a two-person operation focused on benchmark transport provider for bulk movements between Melbourne and Perth.

Through our expertise we developed a client base extending to all industries, delivering on our commitments for both Express and General freight services. This rapid growth was also testament to our ability to listen and learn about our customers distribution requirements, in order to design the most optimum solution for them.

Please Note: To be considered for this role you must be an Australian or New Zealand Citizen or permanent resident.

Please Note: To be successful in this role, candidates must satisfactorily complete all pre-employment checks, including reference verification, criminal history review, and a medical assessment with Drug & Alcohol testing