Customer Service Team Lead

2 weeks ago

Granville, New South Wales, Australia Michael Page Full time

About Our Client

Our client is a reputable industrial manufacturing organisation with a substantial workforce. Their products have a significant presence in various markets worldwide, and they are known for their commitment to quality and exceptional service.

Job Overview

We are seeking an experienced Customer Service Team Leader to lead our customer service team at our South Granville location. The successful candidate will be responsible for direct and monitoring the team to achieve excellent customer service standards.

Key Responsibilities

  • Direct and monitor the customer service team to achieve excellent customer service standards.
  • Collaborate with other departments to ensure efficient and reliable service delivery.
  • Handle escalated customer complaints and resolve them promptly.
  • Develop and implement customer service policies and procedures.
  • Identify opportunities for process and organisational improvement.
  • Provide support to the customer care manager.
  • Handle customer calls, emails, and trade counter inquiries.
  • Create quotations, process orders, and manage product deliveries.

The Ideal Candidate

To succeed in this role, you will need:

  • A strong background in a customer service environment within the industrial / manufacturing industry.
  • Proven experience in a leadership or managerial role.
  • Exceptional communication and interpersonal skills.
  • Ability to handle stressful situations and remain patient and professional.
  • Strong problem-solving abilities and a customer-oriented approach.
  • Proficiency in customer service software, ERP (Business Central) and CRM (HubSpot) systems.
  • Comfortable working in a fast-paced environment.
  • The ability to work independently and in a team.
  • Strong time management, prioritisation, and multitasking abilities.
  • Reliable, punctual, with a proactive and friendly attitude.
  • Willings to learn about the product range.
  • Australian Citizen and/or Permanent Resident.

What's on Offer

  • A competitive salary package of $80,000 - $110,000 per annum, depending on experience.
  • Opportunities for personal and professional growth within the company.
  • A positive and collaborative workplace culture.
  • On-site parking.
  • A Monday to Friday schedule, with hours between 7:30am and 5pm.

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