Key Accounts Supervisor

About the Opportunity

We're transforming the way we support our customers. As part of a wider organisational structure, we're building dedicated specialist teams - one focused on operational excellence, and one focused entirely on the customer relationship. The Key Accounts Supervisor is central to that second group.

This is a genuine opportunity to shape a newly established team. You'll lead a group of Key Account Support Officers who look after our most strategically significant customers - the accounts where service expectations are highest, contracts are most complex, and the relationship really matters.

About the Role

Reporting to the Customer Experience Manager, you'll be accountable for the day-to-day leadership of the Key Account Support team and for the service experience our contracted customers receive.

You'll balance hands-on support of your team with the strategic thinking needed to strengthen long-term customer relationships, protect retention, and drive continuous improvement.

Key Responsibilities

Team Leadership & Capability

• Lead, coach and develop a team of Key Account Support Officers, setting clear expectations and supporting their growth
• Manage rostering, workload allocation and workforce planning to ensure consistent coverage across contracted customer hours
• Conduct regular one-on-ones, performance conversations, probation and development reviews
• Build a culture of ownership, accountability and proactive service within the team

Customer Relationship & Retention

• Act as a senior escalation point for key account customers, resolving complex issues with confidence and care
• Build trusted relationships with customer contacts, working alongside Account Managers to protect and grow retention
• Lead service recovery when things don't go to plan - own the issue, communicate proactively, and close the loop
• Identify risks to customer satisfaction early and act before they escalate

Service Governance & Contract Delivery

• Ensure contracted SLAs for response and resolution are consistently understood, tracked and met
• Oversee the team's use of the ticketing system, including triage, categorisation, prioritisation and quality of record-keeping
• Maintain governance over customer commitments, escalation paths and agreed ways of working
• Partner with the Operations team to ensure smooth handoffs on delays, missed pickups and freight exceptions

Reporting & Continuous Improvement

• Prepare and contribute to customer performance reporting and account review meetings
• Analyse service trends, enquiry drivers and performance data to identify root causes and improvement opportunities
• Contribute to process design, SOPs and the ongoing maturity of the Key Account model
• Support customer feedback programs, including survey participation and acting on insights

About You

You're a customer-focused leader who enjoys building teams and solving problems. You're comfortable holding a commercial conversation with a key customer one moment and coaching a team member through a tough call the next.

Essential

• Demonstrated experience leading or supervising a customer service, account management or contact centre team
• Strong customer relationship skills, with the confidence to manage escalations and difficult conversations
• Sound understanding of service level agreements and contracted customer obligations
• Excellent written and verbal communication skills across both customer and internal audiences
• Proven ability to use data and reporting to inform decisions and drive improvement
• Strong organisational skills, with the ability to prioritise competing demands in a fast-paced environment
• Proficiency with CRM or ticketing platforms and the Microsoft 365 suite

Desirable

• Experience in transport, logistics, freight or supply chain
• Exposure to Zoho Desk or a comparable customer service platform
• Experience supporting a team through change, transition or restructure
• Familiarity with DIFOT, scan compliance or similar service performance metrics

Why Join Us?

• Shape a newly created team from the ground up and leave your mark on how we support our most important customers
• Real influence over process, structure and the customer experience — not just business as usual
• Supportive leadership with a genuine commitment to development and career pathways
• A business investing in its customer experience capability, systems and people

How to Apply

If this sounds like the next step in your career, we'd love to hear from you.

Please Click Apply to submit a short cover letter along with your resume outlining your leadership experience and your approach to customer relationships.

Contact [email protected] for more information.

Centurion is an Equal Opportunity employer and encourages applications from women and First Nations People.

Please note that we do not accept applications from recruitment agencies. Direct applicants only.