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At Silk Contract Logistics, we deliver end-to-end supply chain solutions across Australia. With a focus on integrity, innovation, and safety, we pride ourselves on providing outstanding service to our clients in an ever-evolving logistics landscape.
We are currently seeking a driven and experienced Customer Service Manager – Distribution to lead our customer service operations in distribution, ensuring service excellence and operational efficiency.
The Role
Reporting to the General Manager – Distribution, you’ll be responsible for leading the Customer Service team supporting our distribution functions. This leadership role is central to driving customer satisfaction, team development, and process improvement.
What you'll be doing:
1. Team Leadership & Development: Lead, coach, and develop the Customer Service team, managing recruitment, onboarding, performance reviews, and fostering a positive, customer-focused culture.
2. Operational Oversight: Oversee daily service delivery across distribution sites, support escalations, ensure system accuracy (TMS), and collaborate with warehousing and transport for smooth operations.
3. Customer Engagement: Act as the main point of escalation, manage key relationships, lead customer onboarding, and maintain clear, timely communication with clients and stakeholders.
4. Performance & Improvement: Monitor KPIs (e.g. DIFOT), identify improvement opportunities, minimise cost leakage, and drive a culture of continuous improvement.
5. Compliance & Systems: Ensure compliance with SLAs and policies, communicate client changes, and support seamless system upgrades and IT integration.
What You’ll Bring:
* Minimum 3 years’ management experience
* Demonstrated leadership experience in a fast-paced operational environment
* Strong knowledge of TMS platforms and the Microsoft Office Suite (particularly Excel)
* Exceptional interpersonal, problem-solving, and communication skills
* A proactive, solutions-focused mindset and high attention to detail
* Cert III in Business Administration or similar qualification
* Previous experience in logistics, distribution or 3PL/4PL customer service
* Previous experience working with offshore teams or large-scale logistics operations
Why Join Silk?
At Silk Contract Logistics (SCL), our people are our greatest asset. Joining us means being part of a supportive and inclusive environment where your contributions are valued.
We have a diverse workforce dedicated to respect and empowerment. We prioritise safety and well-being, providing the resources you need to excel in your role. Become a vital part of SCL, where your work makes an impact daily!
Apply Now
If you're a motivated leader with a passion for service and operations, we want to hear from you!
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