Customer Service Team Leader

We are Röhlig. Since 1852.

For more than 170 years, Röhlig has mastered the growing complexity of global freight forwarding. By combining the professional competence of a large enterprise with a family-owned company’s virtues and values, we have successfully asserted ourselves on the logistics market. Based on our global network, we create tailor-made solutions to improve our clients’ logistics processes.

An exciting opportunity has arisen for an experienced Customer Service Team Leader to join our team based in Perth Airport.

Responsibilities

• Manage daily transactions for own portfolio of customers, ensuring timely and accurate service
• Lead and support the customer service team, ensuring tasks are completed efficiently and team performance is maintained
• Act as the first point of escalation for customer complaints and inquiries, providing resolutions or escalating further where needed
• Assist in addressing service failures and implementing corrective action plans (CAPs) under management’s direction
• Ensure customers are kept informed of issues, and systems are updated accordingly
• Collaborate with the commercial team to meet client requirements and ensure smooth account implementation
• Assist in creating and maintaining client reports in CW1, as directed by the Commercial Team, Management, and Clients
• Attend customer meetings, including QBRs, and document key outcomes
• Participate in client visits when required, recording actions and follow-up items
• Promote Röhlig’s services to current clients, identifying potential growth opportunities

Requirements

• Capable of motivating and guiding a team to meet daily goals
• Quick to address and resolve customer issues effectively
• Build strong relationships with both team members and clients
• Efficiently manage tasks and priorities to ensure smooth team operations
• Work well with others to improve service delivery and outcomes
• Committed to delivering exceptional customer service and ensuring client satisfaction

An autonomous and supportive environment with flexible arrangements available for a mix of office and home working. In Australia, our team of experts provides its services from 6 locations. Working at Röhlig means to live internationally, every day staff members around the world cooperate on developing logistics solutions for their customers. Smart minds with drive encounter numerous opportunities to play a vital role in this process. Flat hierarchies, a pleasant and friendly work environment, paid birthday leave, discretionary bonus scheme, considerable opportunities for personal development and long-term career planning provide the basis for your success.

We look forward to meeting you!