Customer Service Team Leader

5 months ago

Scoresby, Australia CSR Full time

Customer Service Team Leader - Scoresby VIC

CSR Limited is a leading Australian Manufacturing business with a rich history and an exciting future. Recognised for our innovative and sustainable manufacturing approach, our high performing products are used in homes and businesses throughout Australia and New Zealand.
As the Customer Service Team Leader, you will be reporting to the Customer Service Manager, this role will be responsible for ensuring the delivery of quality customer service to our internal and external customers. You will also be providing advice, support, and guidance to resolve concerns or matters requiring supervisory assistance, whilst also performing the role of Customer Service Officer.

**Key Accountabilities**:

- Ensure adherence to established policies and procedures by the customer service team
- Offer support, guidance, and advice to the team for matters requiring escalation
- Professionally and courteously resolve customer issues, managing conflicts as needed
- Collaborate with team members to set SMART goals/objectives aligned with business outcomes
- Monitor team performance, providing coaching and feedback to achieve goals
- Identify opportunities for self and team to enhance product and system knowledge
- Act as the first-level escalation point for the team while performing the role of Customer Service Officer
- Provide ongoing SAP assistance and training to ensure the team has the necessary knowledge
- Complete weekly/monthly checklists and reports as part of routine responsibilities
- Assume the responsibilities of Customer Services Manager in their absence
- Interact with external customers and contractors, including builders, installers, and insulation contractors
- Monitor customer inquiries and issues daily, ensuring Team KPIs are met, and stakeholders are informed of progress
- Enforce customer credit policies, procedures, and systems
- Build relationships and acquire expert knowledge of customer requirements
- Make recommendations and implement changes to improve efficiency
- Establish and maintain a safety culture, ensuring compliance with WHSE authorities

**About You**:

- Over 5 years of experience in a Customer Service role
- Previous experience as a Team Leader, showcasing proven abilities in mentoring and coaching team members
- Proficient in computer skills, with intermediate proficiency in Excel and SAP
- Well-honed communication skills and a demonstrated capability in conflict resolution
- Proven ability to meet deadlines and effectively resolve issues in a timely manner

**What's on offer**:

- Attractive compensation plus superannuation
- Join a supportive team, based in Scoresby, VIC
- Join a reputable and expanding Australian corporation, a leader in the market
- Exciting career prospects with opportunities for on-the-job growth within CSR
- Enjoy access to CSR's extensive employee perks and discounts

**Culture**:
At CSR, we are committed to creating a supportive and engaging environment that recognises and rewards its people, enabling them to grow their career and truly thrive.
We are a diverse and inclusive organisation where differences are valued. We welcome people of all backgrounds, experiences, and abilities.
CSR has a strong commitment to health and safety, with a pre-employment medical policy requiring successful completion prior to an offer being made.

**How to Apply**:
If this role sounds like you and you're ready for you next career move, APPLY TODAY

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