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Customer Service Leader

1 month ago

Newcastle, Australia InfraBuild Full time

About the role

Join our team as a Customer Service Team Leader, where you will support a small team of Customer Service Specialists as well as oversee your own portfolio of customers. You will be instrumental in ensuring smooth order processing, resolving supply chain issues, cross-department collaboration, problem solving and handling various customer queries. You will be supported by your team and the Customer Service & Experience Manager.

Your duties will include:

  • Managing and providing leadership for the Customer Service team, creating a work environment with strong emphasis on engaging people for challenge, passion for outcomes and cross team collaboration
  • Proactively managing customer orders and identifying additional cross-selling opportunities
  • Promptly responding to customer’s phone and email enquiries, recording and managing complaints
  • Coaching new and existing team members to increase capability and develop a deep understanding of products, systems and processes
  • Identifying and improving business processes to enhance our customers experience and deliver on our promise to customers
  • Be the first point of contact resolution and act as a pivotal link between our customers and internal stakeholders, positively representing our brand and influencing customer perception
  • Building strong and positive working relationships with our customers

About your experience

Our ideal candidate will have a proactive attitude, a strong desire to succeed and a passion for providing exceptional customer service and team leadership.

To be successful in this role you will:

  • Previous experience in a customer service supervisor or team leader role
  • Leadership and people management skills
  • Knowledge about the rural industry or about our brands is a big plus
  • Broad understanding of service, sales, and logistics processes
  • Ability to identify issues and find effective solutions to meet customer needs
  • Proven strength in building customer and internal relationships to influence and negotiate successful outcomes

About our team

Cyclone Rural is an iconic and trusted brand that’s stood the test of time with a proven reputation spanning many years and generations. The Cyclone rural range includes gates, posts, wire, troughs, tools & accessories, and yards and other equipment.

At InfraBuild we are building futures through sustainable steel. We are Australia’s leading vertically-integrated Electric Arc Furnace steel recycling, manufacturing and distribution business. We provide solutions for commercial and residential construction, large scale and nation-building infrastructure, our primary producers, mining and rural sectors. With our rich history spanning more than 100 years we have entered an exciting new chapter, each day we help build and enable a stronger and more sustainable Australia, for a changing world.

Next steps

Across our different business units, we offer career opportunities for people who share our drive, passion and ambition. From apprentices and graduates to experienced professionals, we are committed to offering fulfilling careers and the chance to grow as our business grows. We would love you to be part of our journey.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

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