National Customer Service Manager

National Customer Service Manager

• Join a secure industry providing essential services Australia wide
• Progressive and sizeable business on growth trajectory
• Permanent opportunity based in Melbourne, Sydney or Brisbane

About us

Pacific National (PN) is the largest private provider of diversified rail freight services in Australia. We operate nationally with approximately 3,500 staff in over 90+ sites across Australia.

An outstanding opportunity has presented itself for a National Customer Service Manager to join our team based in Melbourne, Sydney or Brisbane.

About the role

Reporting to the Head of Commercial Customer Sales, you will be responsible for overseeing and enhancing customer service operations across the Intermodal business unit, ensuring the delivery of exceptional service levels to customers in alignment with business objectives. You will have 8 direct reports and 22 indirect reports across Australia.

Key Responsibilities will include:

• Lead and Inspire: Manage a team of Customer Service Professionals, fostering a culture of collaboration, accountability, and excellence.
• Drive Operational Excellence: Align customer service priorities with freight operations to deliver seamless service outcomes.
• Build Relationships: Strengthen partnerships with key customers, ensuring their needs are met and exceeded.
• Champion Change: Lead continuous improvement initiatives, optimising processes and delivering transformative outcomes.
• Analyse and Report: Monitor KPIs, performance trends, and customer satisfaction metrics to inform strategic decisions.

About you

You will be an experienced leader with a proven track record in a customer service or operational leadership role, ideally within the logistics, freight, or transportation sectors. Known for your strong leadership skills, you excel at managing multi-site teams, fostering high-performance cultures, and driving change in fast-paced environments.

In addition, you will possess the following skills, experience, and attributes:

• Analytical mindset with the ability to extract and interpret commercial data to make informed decisions.
• Exceptional communication and interpersonal skills, capable of influencing and engaging stakeholders at all levels.
• Proficiency in balancing customer needs with business objectives, ensuring alignment and optimisation of service outcomes.
• Strong organisational and time-management skills, with the ability to manage competing priorities effectively.
• Tertiary education in Business Administration, Marketing, or a related field will be highly regarded.

The benefits

At Pacific National we value diversity, inclusion, and the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted and valued for who they are, enabling everyone to bring their authentic selves to work.

When you join the Pacific National team, you’ll be encouraged to take ownership of your career and we’ll be there to support you with a range of exciting initiatives including:

• Industry leading programs focussed on your growth and career development
• Paid parental leave up to 14 weeks, with superannuation - after only 6 months service
• Opportunity to purchase additional annual leave
• Flexible working arrangements (subject to business needs)
• A focus on your mental health and wellbeing through our PeerConnect program
• Novated leasing and discounts on selected health insurance funds, travel, retail brands, vehicles and more

We are proud to be a WORK180 Endorsed Employer for women, and you can visit our Work180 page Pacific National | WORK180 Endorsed Employer to find out more including a list of all of our benefits and policies

We are seeking applicants who share our values: Make it simple, Share More, Kindness, Gratitude, Curiosity, and Own it. These values help us achieve strong connections with everyone we work with and play an important part in motivating us all to do our best work.

Do you need reasonable adjustments during the recruitment process?

If you need an adjustment in the recruitment process, please outline at the time of your application.

Closing date

Applications close on the 16^th of February 2025

Next steps

Are you ready to be part of our future?

To apply, please click on the 'Apply' button below and follow the prompts.

To find out more about Pacific National, our benefits and opportunities we offer, visit our careers page: www.pacificnational.com.au/careers       

Acknowledgement of Country

We acknowledge the Traditional Custodians of​ the land on which we work, live and rail.​ We pay respect to Elders past, present and future and to the​ continuation of cultural, spiritual and educational practices​ of all Aboriginal and Torres Strait Islander peoples.