Job Description

Woods & Co Recruitment have partnered with a leading national business within the transport & logistics space, recognised for its strong reputation, operational scale, and commitment to customer excellence. As the business continues to grow, they are seeking a National Customer Service Manager to lead, elevate, and unify the customer experience across Australia.

As the National Customer Service Manager, you will take ownership of the end-to-end customer service function across multiple locations, ensuring consistency, efficiency, and excellence in every interaction.

You will lead a team of 4 direct reports, with a strong focus on building team capability, refining processes, and enhancing the existing ticketing system to improve visibility, response times, and customer outcomes. You’ll also act as a key point of contact for commercial and account management enquiries, ensuring seamless internal and external communication.

What’s in it for you?

• $90,000 – $105,000 + Super
• Somerton Location | In-Office Position
• Transport, Logistics & 3PL | National Leadership Role | High Growth Business
• Lead national CX function
• Build & scale team capability, drive systems & process uplift

What will you do?

• Lead, manage and build out the national customer service team

• Develop and implement customer service strategies aligned with business objectives

• Drive a strong customer-centric culture across all touchpoints

• Optimise and build on the existing ticketing system to improve workflows and tracking

• Act as a key escalation point for commercial and account manager enquiries

• Analyse performance metrics and identify opportunities for improvement

• Collaborate with operations, sales, and leadership teams to improve service delivery

• Establish KPIs, reporting frameworks, and performance standards

• Coach and mentor team members to deliver best-in-class service

• Manage escalations and ensure timely, professional resolution of customer concerns

• Report on team performance and contribute to overall business targets

What do you need?

• 3+ years experience in a customer service leadership role (transport/logistics highly regarded)

• Strong experience managing and growing teams at a national or multi-site level

• Hands-on experience with CRM/ticketing systems (HubSpot highly regarded)

• Highly analytical with a process-driven mindset

• Excellent problem-solving and stakeholder management skills

• Strong English communication skills – both written and verbal

• Ability to manage multiple priorities in a fast-paced environment

• Proactive, solutions-focused leader with a continuous improvement mindset

*Please note we are interviewing for this position immediately

If you're as passionate about this position as we are, then please don't delay and APPLY NOW! For a confidential discussion please call Phoebe Ditchburn on 0483 988 071 or email pditchburn@woodsco.com.au

Woods & Co Recruitment is committed to creating a positively diverse and inclusive workforce that values all backgrounds and experiences. We do not discriminate and encourage applications (no matter age or status) from Aboriginal and Torres Strait Islander people, people from culturally and/or linguistically diverse backgrounds, all members, and genders of the LGBTQI community and people with disability.

Woods & Co specialises in recruitment for the Merchandising & Branding industry and source candidates for a variety of roles. If this position doesn’t suit you and you are looking for a new opportunity, we’d still love to hear from you info@woodsco.com.au. Or, if you know of someone looking for a new job, refer them to us and we'll give you a $250* gift voucher, if we find them a new permanent position!