Customer Service Team Leader
Core
Lead and develop a team of Customer Service Officers to deliver exceptional service, operational coordination, and freight support for Australia's rail network.
Role type
Senior IC Customer Service Team Leader
Builds
Customer service operations, freight bookings, and operational communications for intermodal rail freight
Domain
Transport / Logistics / Rail Freight
Required skills
Team leadership and coaching, Customer service management, Operational coordination, Stakeholder management, Problem-solving, CRM/TMS system proficiency
Preferred skills
Rail or intermodal operations experience, Heavy freight experience, Data-driven decision making
Responsibilities
Lead, coach, and develop a team of Customer Service Officers; Oversee freight bookings, amendments, cancellations, and service quotations; Manage customer escalations, complaints, and service disruptions; Coordinate equipment hire and pick-up/delivery services; Build relationships with Operations, Planning, and Commercial teams; Monitor team performance and adherence to processes.
Seniority
Senior, hands-on IC