Customer Relations Team Leader

2 weeks ago

Brisbane, Queensland, Australia Dy-Mark (Aust) Pty Ltd Full time $90,000 - $120,000 per year
Join our Dy-Mark team as a Customer Relations Team Leader.

Are you passionate about creating connections and building brand success? As a Customer Service Team Leader, you'll be a first point of contact to our extensive customer base. This is your chance to represent an iconic brand, grow relationships, and showcase innovative products that have been setting industry standards for over 60 years

The Role:

The Customer Relations Team Leader is responsible for providing administrative support by answering sales and service enquiries and managing customer and ordering databases. They are also responsible for assisting in the delegation of tasks, resolution of more complex customer complaints, training and mentoring of the customer service team members.

  • Permanent / Full-time role
  • Office location: 2/30 Bernoulli Street, Darra QLD 4027
  • Join our supportive, friendly and inclusive workplace
  • Access to our Free Employee assistance program
  • Invitations to employee wellbeing initiatives
What You Will Do:
  • Provision of accurate product and service information.
  • Processing customer orders in a timely manner, using the internal order and sales ERP system.
  • Demonstrate proficiency in analyzing and resolving complex customer complaints and inquires, utilizing advanced problem-solving skills, product knowledge, and escalation protocols as needed.
  • Review orders to identify order status and advise ETAs on orders.
  • Investigating transportation delays and seeking prompt resolution.
  • Collaborate with cross-functional teams to address underlying issues and implement preventive measures to mitigate future escalations.
  • Delegate tasks effectively to team members based on their skills, experience, and workload capacity, ensuring equitable distribution of responsibilities and opportunities for growth.
  • Take and active role in the training, mentoring, and coaching of team members to enhance their skills, knowledge, and performance in their respective roles.
  • Lead by example in demonstrating professionalism in all interactions, both internally and externally.
Experience:
  • 2 years of experience in a similar position or customer service function.
  • Excellent customer service skills, including the ability to engage with people across a broad spectrum of backgrounds in a professional manner and a willingness to undertake what is required to ensure client satisfaction.
  • Strong communication (verbal and written), presentation and interpersonal skills including the ability to persuade and influence others.
  • Able to demonstrate high attention to detail and accuracy in all output.
  • Experience with Pronto ERP or a similar system will be advantageous but not essential.
  • Demonstrated ability to work independently and as an effective member of a team, contributing to a positive workplace culture.
The Company:

At Dy-Mark, we pride ourselves on being Australian-made, owned, and a leader in the marking paints and coatings industry. Our products are proven to be in the toughest conditions and are trusted by customers nationwide. We're passionate about gender equity, diversity, and inclusion – values we live by daily.

How to Apply:

Ready to take your career to the next level? Submit your resume along with a cover letter addressing the key selection criteria. Applications will be reviewed as they are received, so don't wait

Please note: At this time, we do not provide sponsorship.

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