Join one of Australia’s leading rural veterinary businesses and take charge of a newly created leadership role within our revised Supply Chain structure.
About Us
Apiam Animal Health is a national network of veterinary clinics and services, committed to improving animal health and welfare across regional Australia. With over 78 sites and 1200+ professionals, we’re reshaping the future of veterinary care through innovation, collaboration, and continuous improvement.
About the Role
We are looking for a skilled and experienced Customer Service and Logistics Manager to lead the customer service and logistics operations within our Intensive Animal business at our Bendigo head office (Business Support Network). This role is pivotal in driving operational excellence and implementing technological change across our commercial division.
Key Responsibilities:
Lead and manage the customer service team
Oversee logistics operations including driver coordination, freight allocation and delivery performance
Assist with the implementation of systems and technology upgrades to improve efficiency
Engage with multiple connections to understand and meet service expectations
Continuously work towards improving Apiam’s service offering
About You
You are a confident leader with a strong background in logistics or client-facing industries. You thrive in dynamic environments and are passionate about driving change and improving systems.
Key Selection Criteria:
Minimum 8 years’ experience in a relevant role
Proven leadership and communication skills
Demonstrated experience in change management
Extensive systems knowledge and people management experience
What We Offer
Competitive salary package: $90K–$120K + super
New phone and laptop provided
Monday to Friday, 8:30am–5:00pm
A collaborative and forward-thinking work culture
Opportunity to shape a newly created role in a growing organisation
How to Apply
Applications close 14 September 2025.
Apply with your cover letter and resume via the link.
If you have any questions, please contact recruitment@apiam.com.au
Desired Skills and Experience
Position Description
Purpose of the Position
Ensure an exceptional end-to-end customer experience from order placement to receipt of goods including ease of ordering, order accuracy, transparent order tracking, flexibility, reliability and on-time delivery. Improve our service offering through measurement and KPI’s, including the accurate and efficient handling of customer orders, order lead time from order creation to approval, delivery time and DIFOT. Encourages continuous growth and personal development throughout the Customer Service and Driver teams and to ensure the highest level of customer care and satisfaction.
Key Accountabilities
Provide leadership to the Customer Service and Driver functions including role and skillset coverage, mentoring, motivation and performance review
Develop and maintain a comprehensive understanding of our customers, products and market and work with the veterinary team and other key stakeholders to assist in delivering an exceptional customer experience
Work with key business contacts to ensure our service and customer engagement levels are appropriate in meeting specific requirements and requests
Process map, improve and reduce the lead time from client order creation to review and approval
Implement and embed systematic and technological change to improve our digital service offering to clients
Implement DIFOT measurement within logistics, measure quarterly and seek to continuously improve
Continual review and improvement of SOPs to reflect the requirements of the department and improve our service offering
Ensure accuracy and timeliness of customer orders and order dispatch
Ensure records and databases are upheld to a high and accurate standard
Strong knowledge and competency in the roles and responsibilities of Customer Service Team
Other activities as directed by your manager
Behaviours & Competencies
Demonstrate integrity in all decisions to gain the trust of others
Work collaboratively within and across teams and sites to deliver value
Ability to work autonomously and as a team with staff and/or stakeholders to achieve results
Timely and effective communication in writing and verbally to individual staff, to groups and with clients to achieve agreed outcomes
Demonstrate a commitment to safe work practices for yourself, other staff, and visitors
Maintain strict confidentiality at all times
Competent user in Microsoft programs and databases
Lead with curiosity and objectivity
Demonstrate effective time management with regard to both punctuality and the ability to complete tasks within the required timeframe, sometimes with conflicting priorities.
Lead teams primarily with a technological and digital improvements mindset
A commitment to professional development and remaining informed of changes in legislation and best practices including the dissemination of knowledge gained from professional development activities to other employees.
Adhere to Company policies and standard operating procedures
Proactive Problem Solver with an open, professional attitude
