National Customer Care Manager

National Customer Care Manager page is loaded## National Customer Care Managerlocations: Dandenong South, Melbournetime type: Full timeposted on: Posted 30+ Days Agojob requisition id: R Lineage is the world's largest temperature-controlled industrial REIT and logistics solutions provider, with a global network of over 400 facilities, spanning 25 countries across North & South America, Europe and Asia-Pacific.Working a Lineage is not just a job - it's an opportunity to innovate and put your mark on how food moves from the farm to dinner tables around the world. As a member of the Lineage team, you are a critical link in the food supply chain.The Asia-Pacific region currently includes Australia, New Zealand, Vietnam, Sri Lanka and Singapore employing nearly 3000 team members.National Customer Care ManagerAs we continue our growth across the Asia-Pacific region, we are seeking a **National Customer Care Manager** to establish and lead a best-in-class customer care function in Australia.The purpose of the role is to lead the customer service operations across Australia, to ensure customers receive a reliable, consistent and excellent level of support enhancing customer retention.This newly created position is a key strategic appointment, shaping how we deliver a seamless, customer-centric experience.**The Opportunity**Reporting to the Director of Business Development, Australia, you will lead both strategic and operational customer care initiatives, working closely with senior operations and sales leaders. This role will drive standardized, efficient and innovative customer care processes while building and developing a high-performing team.**Please be advised that this role can be based in Melbourne, Sydney or Brisbane with some travel expected.****Key Responsibilities:*** Establish and implement a national customer care model to enhance customer experience.* Recruit, train, and lead a high-performing customer care team.* Drive process standardization and improvements using data insights and lean methodology to enhance service efficiency.* Partner with Sales, Operations, and Revenue Management to optimize customer satisfaction and profitability.* Support new customer onboarding and ensure smooth adoption of technology platforms like Salesforce Service Cloud and Lineage Link.* Act as a strategic business partner, influencing key stakeholders and championing customer experience across the organization.**What We’re Looking For:*** Extensive experience in a customer-facing leadership role (FMCG, logistics, or similar industry preferred).* Proven success in developing, managing, and training customer service teams.* Expertise in implementing customer service frameworks and driving process improvements.* Strong analytical and problem-solving skills with the ability to work in a complex, national matrix environment.* Experience with Salesforce Service Cloud and leading change management initiatives.* Ability to travel up to 50% of the time.* Build from the ground up – Shape the future of customer care in Australia and beyond.* Work with a global leade**r** – Collaborate with experts across the Asia-Pacific region, and beyond.* Make an impact – Play a pivotal role in driving a customer-first culture in a growing organization.* Join a values-driven business focused on safety, trust, respect, innovation and servant leadership.Lineage is more than just a cold storage logistics business. We’re focused on being a vibrant, innovative and progressive employer where all our teams work safely, harmoniously and efficiently toward a common purpose - transforming the food supply chain to eliminate waste and help feed the world.Lineage is dedicated to building a diverse, inclusive and authentic work environment and encourages applicants from all backgrounds to apply.()(blob: Connect With UsAt Lineage, we have a shared purpose: We are transforming the food supply chain to eliminate waste and help feed the world.Our shared purpose drives everything we do in all parts of our organization, from the warehouse floor to the corner office. The work we do is noble, and our team members are passionate about the impact they make every day.At Lineage Logistics, helping to feed the world is more than a job – it’s a purpose we live every day. Lineage is one of the world’s leading temperature-controlled logistics companies. Driven by our core values, we’re reimagining the global food supply chain.Lineage helps customers ranging from Fortune 500 companies to small family-owned businesses increase the efficiency and protect the integrity of their temperature-controlled supply chain. In recognition of the company’s leading innovations, Lineage was recognized as the No 1. Data Science company on Fast Company’s annual list of the World’s Most Innovative Companies in 2019, in addition to ranking 23rd overall in an evaluation of thousands of companies worldwide.As part of the Lineage family, you’ll have the opportunity to grow your career as we continually expand, using technology and award-winning innovations, to meet the needs of customers around the world.#J-18808-Ljbffr