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 designed for a mid-senior level professional who will lead initiatives to optimise customer interactions and drive service excellence across the organisation. 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:

• Lead the national customer service function across QLD, NSW and VIC.
• Set and drive service standards, KPIs and the customer excellence strategy.
• Coach and develop a team of up to ten direct reports into a high-performing unit Own key customer relationships and complex escalations end to end.
• Partner with operations, sales and depots to lift the customer experience at every touchpoint.

What you will Bring:

• Proven national or multi-site customer service leadership — transport, logistics or another fast-paced service environment.
• A track record of building high-performing teams, including offshore or remote teams.
• A data-driven mindset — fluent in service KPIs and root-cause problem solving.

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.