Customer Excellence National Manager

Summary:

The Customer Excellence National Manager will play a pivotal role in enhancing customer satisfaction and operational efficiency within our logistics distribution and supply chain sector. Based in our Corporate Offices in Dandenong South, Victoria, this permanent full-time position is an exciting opportunity for an experienced customer service or customer experience professional ready to take the next step in their career. You’ll play a key role in strengthening customer service across our national network, while working closely with our teams to drive service excellence and continuous improvement. This role is crucial for maintaining our competitive edge and ensuring that our customers receive the highest quality of service.

About Us

CRL Express is a proudly family-owned and operated business, specialising in logistics services across Australia. We are committed to delivering tailored, solution-focused services with reliability and care. Our offerings include Road Freight, 3PL (Warehousing & Distribution), National Linehaul Services, Rail Freight, Air Freight, and Contract Logistics (Taxi Trucks).

What you will own:

• Support and lead the national customer service function across QLD, NSW and VIC, helping create a consistent and high-quality customer service experience across our network.
• Help shape and embed customer excellence standards, KPIs and processes that make is easier for our teams to deliver great outcomes for customers.
• Coach, support and develop a team of up to ten, creating a supportive, accountable and high-performing team environment.
• Take ownership of key customer relationships and complex escalations, working with customers and internal terms to find practical solutions.
• Partner closely with Operations, Sales and Depot teams to identify opportunities to improve the customer service journey and resolve issues at the root cause.
• Use customer feedback, service data and team insights to identify opportunities for continuous improvement.

What you will Bring:

• Proven national or multi-site customer service leadership – transport, logistics or another fast-paced service environment.
• A genuine interest in developing people and improving the way teams work.
• Confidence communicating with customers and internal stakeholders at all levels, including when managing complex or sensitive issues.
• A practical, solutions-focused approach and the ability to turn customer feedback and service data into meaningful improvements.
• Strong organisational skill and the ability to manage competing priorities across a fast-paced, multi-site environment.
• A collaborative leadership style and the confidence to influence, coach and bring people along with you.
• A desire to take the next step in your career to make a genuine impact on customer experience across a growing national business.

Strong stakeholder management and clear, confident communication WHY CRL EXPRESS?

A competitive salary package benchmarked against the national market, real ownership of the customer agenda, and the backing of a business that's growing. You'll be based in Melbourne with genuine national scope — and the mandate to build customer excellence your way. All this within a supportive and caring environment.

Please Note:

We will not accept unsolicited CVs from recruitment agencies/third parties and we will not be liable or responsible for any fees or costs associated with unsolicited CVs sent directly to line managers.