At a Glance
- Tasks: Lead and develop a dynamic Customer Service team while ensuring top-notch support for customers.
- Company: Join a thriving company focused on delivering exceptional customer experiences.
- Benefits: Competitive salary, professional development opportunities, and a supportive work culture.
- Other info: Enjoy a fast-paced environment with opportunities for growth and collaboration.
- Why this job: Make a real impact by leading a team that values accountability and continuous improvement.
- Qualifications: Strong people management skills and experience in customer service leadership required.
The predicted salary is between 49500 - 60500 $ per year.
We are seeking an experienced Customer Service Team Leader with strong people management skills, a passion for delivering excellent customer service and a structured approach to improving processes. You will lead the daily operations of our Customer Service team, ensuring customers receive accurate, timely and professional support. This is a hands-on leadership role for someone who can develop a capable and accountable team, manage competing priorities and improve the way work is done.
Excellent Excel skills and practical knowledge of inventory and order management systems are essential. You will use these skills to monitor performance, identify issues and support efficient order processing and clear customer communication.
Key responsibilities
- Lead, coach and develop the Customer Service team, building a positive culture of accountability, teamwork and continuous improvement.
- Set clear expectations and service standards, provide regular feedback and manage performance fairly and constructively.
- Coordinate workloads, team coverage and daily priorities to maintain consistent service during busy periods.
- Support recruitment, onboarding and ongoing training, ensuring team members understand our products, systems and procedures.
- Oversee customer enquiries, order processing and follow-up, ensuring accuracy and timely responses across phone and email channels.
- Act as the escalation point for complex enquiries and complaints, taking ownership of issues through to resolution.
- Ensure customers receive proactive updates about stock availability, backorders, delivery delays and changes to their orders.
- Coordinate pricing queries, order discrepancies, returns and credit requests in line with company policies and approval requirements.
- Work closely with Sales, Purchasing, Warehouse, Logistics and Accounts to resolve issues and deliver a consistent customer experience.
- Establish, document and maintain clear customer service procedures to support consistent and efficient ways of working.
About you
- Strong people management experience, with a demonstrated ability to motivate a team, develop staff capability and address performance issues.
- A structured, process-driven approach, with experience implementing procedures and improving workflows.
- Excellent Excel skills, including PivotTables, lookup functions such as XLOOKUP or VLOOKUP, formulas, data analysis and reporting.
- Practical knowledge of inventory, ERP or order management systems, including stock enquiries, order tracking and backorder management.
- Proven experience in customer service leadership, with a clear understanding of what creates a positive and reliable customer experience.
- Excellent written and verbal communication skills, including active listening and the ability to handle difficult conversations professionally.
- Strong problem-solving skills and sound judgement, balancing customer needs with business policies and operational requirements.
- Excellent organisation, attention to detail and the ability to manage competing priorities in a busy environment.
- A calm, resilient and proactive approach, with the confidence to make decisions and follow through on commitments.
- Experience in wholesale, distribution or another business-to-business customer service environment will be highly regarded.
What Success Looks Like
- A capable, engaged team with clear expectations and consistent service standards.
- Accurate order processing and timely, proactive customer communication.
- Customer issues resolved promptly, with fewer recurring problems.
- Clear procedures that improve efficiency and reduce avoidable errors.
- Useful reporting that supports informed decisions and ongoing improvement.
Customer Service Team Leader in Dandenong employer: Eastern Distributors
Eastern Distributors offers a dynamic work environment where employees can develop their skills in customer service and team leadership. The company fosters a culture of accountability and teamwork, providing opportunities for professional growth and continuous improvement. Employees benefit from hands-on leadership and support in managing workloads effectively.
