Ensure high-quality customer service by performing quality validations, investigating and resolving complex issues, running root cause analysis, driving continuous improvement, managing escalations, conducting quality checks, maintaining ISO governance, and ensuring accurate Salesforce data entry to improve customer satisfaction and NPS.
At the heart of our service offering are our people and our promise to deliver a no better logistics experience. efm Logistics is leading as the largest 4PL provider in Australia & NZ, meaning we do much more than just ship goods. We design, build, manage and provide integrated, optimised supply chain solutions.
As a Customer Quality Specialist, you will ensure high quality customer service experiences are met by supporting and completing various quality validation tasks within the Customer Service team. In addition, you'll ensure accurate and timely management of deliverables for the team by improving customer satisfaction and maintaining a high-quality customer experience.
Requirements
As a Customer Quality Specialist, you will be responsible for:
- Defining clear role responsibilities for the Customer Service Team to achieve departmental metrics and KPIs.
- Investigating and resolving complex customer issues, conducting root cause analysis, and implement Continuous Improvement initiatives while updating Action Registers accordingly.
- Conducting internal and external meetings to mitigate risks and ensure customer satisfaction.
- Developing procedures for handling customer feedback and complaints.
- Identifying and addressing customer service risks, including contact and visits.
- Managing customer escalations and major incidents, aiming for a swift resolution.
- Conducting team quality checks to ensure process compliance and resolution quality.
- Ensuring timely entry and processing of bookings, inquiries, and escalations in Salesforce.
- Overseeing team governance for ISO standards, analysing statistics to gauge customer service levels, and enhancing Customer Service Net Promoter Score (NPS)
Experience required: - Prior experience within a customer service role in a corporate setting is essential
- Strong commitment to quality assurance experience
- Analysis and reporting skills
- Proven ability to drive continuous improvement, enhancing efficiency and customer experience.
- Strong relationship-building skills to collaborate effectively with internal teams and key stakeholder
- Effective verbal and written communication skills
This is a fantastic opportunity to take the next step in your career at efm Logistics. You will be well supported through the transition to ensure you are set up for success.
Applications close COB Friday 26th June 2026
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