{"id":3253679,"url":"https://alion.io/job/efm-logistics-customer-service-manager","title":"Customer Service Manager","company":{"id":673889,"name":"efm Logistics","domain":"efmlogistics.com.au","url":"https://alion.io/company/efmlogistics","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Moorabbin, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":60000,"max_usd":103000,"period":"year","method":"role_country_seniority_unknown","sample_n":178},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-25T23:42:07Z","employer_posted_date":"2026-10-25","last_verified_at":"2026-10-30T14:23:31Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"At the heart of our service offering are our people and our promise to deliver an unmatched logistics experience. efm Logistics is leading as the largest 4PL provider in Australia & NZ, meaning we do much more than just ship goods. We design, build, manage and provide integrated, optimised supply chain solutions.\nLooking for your next step in your career at efm? We have an exciting opportunity to become a Customer Service Manager, supporting one of our high-performing VIC Customer Service teams!\nThe Customer Service Manager’s role is to successfully lead, coach and manage a high-performing team and support the Customer Service function to ensure high quality customer service experiences are met. Lead value adding initiatives to deliver a ‘No Better Experience’ to efm customers. Team development and continuous improvement are key focus areas to ensure efficient processes and an engaged team, positively regarded within the efm business.\nRequirements\nThe responsibilities of a Customer Service Manager include:\nTrain, coach, and mentor Internal Account Managers (IAMs) on role specific tasks and skills \nMaintain service excellence with customer portfolio, ensuring risk mitigation and continuous value-add offering \nEnsure the IAMs have clear role responsibilities and accountabilities that assist in the delivery of the overall department’s metrics and KPI’s through weekly, monthly, and formal performance reviews. \nDevelop and execute Continuous Improvement initiatives centred around customer experience with actions recorded and updated. \nMaintain monthly meetings, with clear actions and minutes, with key stakeholders. \nLiaise with Customer Quality team to ensure compliance and quality of resolution. \nEnsure alignment across teams to establish and maintain consistency in processes and procedures. \nActive involvement in onboarding of new customers post implementation \nWhat we're looking for\nPrior experience within a Customer Service Leadership role in a corporate setting and fast-paced environment is essential \nTransport/Logistics Industry experience beneficial but not essential \nExperience in coaching and mentoring a high-performing team \nExperience with delivering ongoing value-add for functional success \nProven experience driving and delivering customer centric process improvements and enhancements, ensuring a no better experience for our customersApplications close COB Monday 2nd November 2026","description_format":"text","description_chars":2430,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics","Logistics","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-10-25T23:42:07Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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