Customer Service Team Leader

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge - big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post —

Global Logistics provides sophisticated supply chain solutions, from end-to-end or part solutions, warehousing and distribution to dedicated transport solutions, across the globe and to some of the most remote corners of the world.

Our customers produce goods from various parts of the healthcare ecosystem. From consumer healthcare products like vitamins to medical devices like contact lenses and robotic surgical instruments, Toll has the expertise and certifications to move and store various types of pharmaceutical and healthcare products. In specialised purpose-built facilities, our team can also manage unit dose packaging and vaccine storage and handling in cold rooms.

Customer Service Team Leader - Eastern Creek, NSW

The Opportunity

The Customer Service Team Leader is responsible for leading a team in the delivery of high-quality, compassionate service across Toll Healthcare’s support of the customers portfolio. This role ensures patients and caregivers receive timely, accurate, and empathetic support during critical stages of their care journey. You will act as the primary liaison between Toll Customer Service, Homecare, and the customer’s service team.

As the Customer Service Team Leader, you will:
- Deliver empathetic, professional support to patients, caregivers, and healthcare professionals across national healthcare accounts.- Oversee accurate order processing and ensure timely deliveries, proactively managing
communication to minimise service disruptions and patient impact.- Manage complex or escalated service issues, complaints, and claims with urgency and care;
ensure appropriate escalation pathways are followed when required.- Build and maintain in-depth knowledge of nutrition products, empowering the team to confidently assist with enquiries and product recommendations.- Utilise SAP or equivalent systems to oversee customer management, order tracking, and ensure compliance with documentation standards.- Ensure the team maintains accurate, compliant records in alignment with Good Documentation Practice and healthcare regulations.

About you

To be successful in this role, you will need:
- Strong communication and interpersonal skills with the ability to engage professionally and compassionately across multiple channels.- Proficiency in ERP and CRM systems; experience with JDA, SAP, or Salesforce is highly regarded.- High-level computer literacy, including Microsoft Office.- Proven leadership in customer service within healthcare or logistics.- Detail-oriented with oversight of accurate order processing and documentation.- Committed to continuous learning and coaching product knowledge in the team.

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.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.