Senior Customer Service Representative

Senior Customer Service Representative - - - - - - - - - - - - Are you an experienced customer service professional who thrives in a fast-paced environment and enjoys leading by example? Join Michelin Australia as our Senior Customer Service team member and play a pivotal role in delivering an exceptional customer experience while supporting the day-to-day operations of our Customer Service function.

We’re a globally recognised organisation, driven by our purpose of giving everyone a “better way forward.” We offer a collaborative and caring team environment, with a strong focus on learning and development, where your contributions are recognised and supported with competitive incentives, career growth and opportunities.

Reporting to the Customer Service Manager, the Senior Customer Service  team member   acts as the operational reference point for the Customer Service team, supporting the delivery of outstanding service across the customer order-to-delivery journey.   This role combines inbound customer support, proactive outbound customer engagement, KPI reporting, problem solving, process improvement and team support. You will act as a trusted advisor within the team, helping drive service excellence while contributing to continuous improvement initiatives that enhance the customer experience.

Act as the operational lead and primary point of contact for the Customer Service team, providing guidance on processes, escalations and service priorities.   Support Customer Service team members to ensure consistent service delivery and process compliance.   Promote dealer and customer adoption of Michelin's digital platforms through customer education and support.   Manage inbound customer enquiries relating to orders, product availability, pricing, deliveries, claims and escalated cases.   Conduct proactive outbound calls to customers, dealers and business partners to improve customer experience, increase adoption of Michelin digital platforms, support service campaigns and contribute to customer satisfaction initiatives.   Track service KPIs, monitor performance trends and provide meaningful reports and insights to stakeholders.   Utilise CRM, ERP and reporting tools to identify risks, opportunities and process improvement initiatives.   Collaborate with internal departments to resolve customer issues and drive positive outcomes.

Minimum 5 years ’ experience in a customer service or call centre environment.   Flexibility to work rotating shifts across call centre operating hours of 7:30am to 7:00pm, including a late shift (11:00am to 7:00pm) .   Experience within B2B customer service, dealer networks, fleet operations, sales administration or operational support roles is highly regarded.   Demonstrated ability to act as a senior team reference point, providing support and guidance to colleagues.   Strong experience managing inbound customer enquiries and proactive outbound customer engagement.   Excellent communication, stakeholder management and relationship building skills.   Demonstrated analytical capability with experience using KPIs, dashboards, and reporting tools, with Power BI experience highly preferred.   Strong problem-solving skills with a continuous improvement mindset.   Demonstrated ability to manage multiple priorities, work effectively under pressure, and m aintain a high level of professionalism and attention to detail in a fast-paced environment.   Advanced Excel skills, with experience using CRM systems, preferably Salesforce.   Experience with ERP systems and other Microsoft Office applications will be highly regarded.     What’s in it for you?   Competitive salary package with a performance-based bonus.   Career progression opportunities within a global organisation.   Above industry superannuation (2% above the Superannuation Guarantee).   4 additional Wellness Leave days per year