Senior Customer Service Representative

About the role

Following our recent success in securing a new contract within the Healthcare division, we are excited to invite applications for an experienced Senior Customer Service Representative to join our team at our Eastern Creek, NSW facility. The Senior Customer Service Representative - Commercial Healthcare is responsible for leading the day-to-day customer service function supporting commercial healthcare accounts, including hospitals, wholesalers, distributors, retail customers and internal stakeholders. This role provides frontline leadership to the Commercial Customer Service team, ensuring work is allocated effectively, service levels are monitored, escalations are managed, and customer communication is accurate, timely and professional. The role acts as the primary escalation and coordination point between Customer Service, Operations, Warehousing, Transport, Inventory, Finance and healthcare customer stakeholders. As the Senior Customer Service Representative, you will: Provide day-to-day leadership, coaching and direction to Commercial Customer Service team members. Allocate daily workload across the team, monitor queue performance, and ensure priorities are managed in line with service expectations. Act as the first point of escalation for Commercial Customer Service team members, resolving issues where possible and escalating material matters to the Customer Service Manager. Support onboarding, training, process adherence and knowledge uplift across the Commercial Customer Service team. Monitor individual and team performance, providing feedback, support and escalation where required. Oversee end-to-end order management, ensuring accurate processing, timely fulfilment, and proactive communication on delays or issues. About You To be successful in this role, you will have: Minimum 5 years' experience in customer service, preferably within healthcare, logistics, supply chain or a regulated service environment. Proven experience leading, coaching or coordinating a customer service team in a high-volume, time-sensitive environment. Strong understanding of commercial customer service operations, order management, service compliance and customer communication standards. Proficiency in ERP and CRM systems; experience with SAP, JDA, Salesforce, Genesys or equivalent systems is highly regarded. Experience managing escalations, complaints, claims, returns and cross-functional issue resolution. Detail-oriented approach with oversight of accurate order processing, record keeping and documentation standards. What moves you? At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further. Are you excited about this role but are concerned you don't meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you're interested in this role but your past experience doesn't align