About Northline
Northline is an experienced Australian owned, global logistics business with an industry-leading national network and an international reach into more than 100 countries. We have 13 depots across Australia with the ability and flexibility to tailor solutions to meet our customers’ requirements and evolving market demands, including scaling up to add further capacity as needed. Our customers freight can start or end in international cities, small towns or remote communities, but wherever the destination, you can rely on Northline to deliver.
That’s why, we are, Australia’s Global Logistics People.
Based at Northline’s Service Centre in Kent Town, you will lead one of two teams that are the first point of call for Northline customers.
The Customer Service division exists to delight our customers through the provision of excellent, personalised service and brilliant customer experiences, ensuring they have the information they need about their valuable products, in the way they want it, in a timely manner.
As the first line of support for many of our valuable customers, the Customer Service division will provide “First Time Issue Resolution” wherever possible; an effective and efficient service; an opportunity to listen and understand our customers concerns and needs; a trusted engaging relationship with them; and a tracking system to monitor their feedback to help anticipate and meet their needs and improve and innovate within our business.
About the role
As the Customer Service Supervisor you will be responsible for developing and leading a high performing team who deliver brilliant service, in a culture where the customer is the centre of everything we do. You will efficiently and effectively lead a team of customer service professionals manage our customer’s enquiries. Through daily contact, regular one-on-ones and “ team huddles” you will direct, support and manage the performance of the team with a view to maximising the quality and timeliness of the services they provide. You will also be a point of escalation for our customers and Customer Service Officers.
As a member of the Customer Service Leadership team, you will initiate and promote change initiatives and service delivery improvements in the Customer Centre (and beyond) including the optimisation of resources through effective forecasting, scheduling, analysis and sharing team performance insights, to support and enable a customer-centric culture.
Key outcomes
As the Customer Service Supervisor you will be responsible for the effective leadership, development and coaching of a high performing Customer Service team to deliver the following functions:
- Customer Services via multiple channels
- Quotes
- Training and Super-user expertise for customer support tools (such as our Customer Portal)
- Providing customers with proactive reporting
- Supporting our new customer and first consignment process
Key Skills
- Exceptional leadership, management and people skills
- Excellent time management and prioritisation skills with a high focus on attention to detail
- Demonstrated ability to identify key issues and present recommendations in a concise and logical manner
- Demonstrated ability to provide effective coaching and adapt to individuals
- The ability to bring business improvement ideas to ensure continuous improvement
- Demonstrated commitment to the implementation of the principles of Equal Opportunity and Workplace Health and Safety
- High level skills in the Microsoft Suite of products, specifically: Word, Excel and PowerPoint
If you would like to discuss the role before applying please contact either Rachel Paz, Customer Service Manager or Tim Rodda, Customer Service Supervisor.
Applications close Wednesday 14th May 2025 at 5:00pm.
If you would like to join the Northline team then please click the 'Apply' button now!
