Business Service Manager

Job Description

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 at 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. Position Details As we continue our transformation and growth journey in the region, we are now looking to appoint a talented Business Service Manager to join our team at Laverton in Melbourne. Reporting to the General Manager of the facility, this role is responsible for customer relationships within the Laverton operation, ensuring the highest level of customer satisfaction and service is being delivered, including store support. Key responsibilities include, but are not limited to: Delivering an outstanding level of service to the customer from the warehouse through to store delivery across a 24/7 retail logistics operation. Ensuring all agreed customer service levels are met. Developing and maintaining strong partnerships with key customers. Proactively working with the customer to seek opportunities for improvement across service line capabilities. Communicating directly with customers including items escalated from the team. Ensuring the team administers all customer orders and processes receipts correctly and in a timely manner. Ensuring customer claims are managed and corrective actions are in place. Ensuring safety policies and procedures are followed. Contributing to the senior leadership team by assisting with the development of strategies and ways of operating to support consistency. Determining hourly/daily/weekly labour to meet workloads in line with legal and industrial relations framework. To be successful, you will ideally have: Extensive experience in a similar role (logistics/transport industry is preferable). Substantial experience in a retail logistics environment within a distribution or fast-paced FMCG environment. In-depth knowledge and/or experience of a multi-temperature operation is preferred. Qualifications in Logistics Management or a business discipline and/or equivalent relevant experience. Impressive leadership credentials managing a large, customer-focused team in a similar environment. Comprehensive understanding of profit and loss and other KPIs that impact storage, handling, and distribution costs. A successful track record in working collaboratively with customers to resolve issues and continuously improve service levels. Why is this opportunity exciting? We're a values-based business which puts the safety and respect of our team first and believe the foundation for stability & growth starts with trust, support, and collaboration. As the global leader in temperature-controlled logistics, you will have the opportunity to build a long-term, stable career working with some of the most talented professionals in the industry. We also partner with some of Australia's leading and most iconic brands, and you will have the chance to develop deep and rewarding relationships with key stakeholders across these businesses. Why Lineage? 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. #J-18808-Ljbffr