Job Description
Our client is a well-established global product design, manufacturing and distribution business specialising in heating, refrigeration, plumbing, gas and HVAC solutions.
n With operations across Australia, New Zealand and the US, the business supplies technical products to trade customers, installers, commercial businesses and end users across multiple markets.
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Why Apply?
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This is an prospect to step into a key leadership position within a high-performing, collaborative team where you'll have genuine ownership and influence.
n You'll be joining a team that is already in a great place, with strong communication, trust and accountability. The focus is on maintaining that environment while ensuring the team remains responsive, productive and delivering a high level of customer service.
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Salary of $90,000-$100,000 + super, depending on experience
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1 day WFH per week once fully trained and established
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20% annual leave loading
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Annual salary reviews
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Discretionary salary bonus
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Onsite parking
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Location: Ingleburn,Sydney
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Fully equipped onsite gym
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Monday-Friday role with no weekend work
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Strong internal career progression opportunities
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Established business with 48 years of stability
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Fun and collaborative workplace culture, including regular team events, food days and charity initiatives
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Our client is a well-established global product design, manufacturing and distribution business specialising in heating, refrigeration, plumbing, gas and HVAC solutions.
n With operations across Australia, New Zealand and the US, the business supplies technical products to trade customers, installers, commercial businesses and end users across multiple markets.
n
Why Apply?
n
This is an opportunity to step into a key leadership position within a high-performing, collaborative team where you'll have genuine ownership and influence.
n You'll be joining a team that is already in a great place, with strong communication, trust and accountability. The focus is on maintaining that environment while ensuring the team remains responsive,



productive and delivering a high level of customer service.
n
n
Salary of $90,000-$100,000 + super, depending on experience
n
1 day WFH per week once fully trained and established
n
20% annual leave loading
n
Annual salary reviews
n
Discretionary salary bonus
n
Onsite parking
n
Location: Ingleburn,Sydney
n
Fully equipped onsite gym
n
Monday-Friday role with no weekend work
n
Strong internal career progression opportunities
n
Established business with 48 years of stability
n
Genuine investment in employee development
n
Fun and collaborative workplace culture, including regular team events, food days and charity initiatives
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n
What You'll Be Doing
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Lead, support and develop a team of five Customer Service Representatives.
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Take a hands-on, player/coach approach, spending significant time working alongside the team and on the phones.
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Jump onto the phone queue and assist with customer enquiries during busy periods.
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Ensure calls and customer enquiries are being responded to and completed within required timeframes.
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Monitor workloads, response times and outstanding actions to ensure the team remains on task.
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Ensure appropriate phone coverage throughout the day, including lunch periods.
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Support the team with complex customer, technical and after-sales enquiries.
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Manage B2B and end-user enquiries across orders, products, stock, pricing, parts and after-sales service.
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Work closely with technical teams and outsourced field service agents to resolve customer issues.
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Lead by example and set clear standards around customer service, accountability and performance.
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Provide guidance and support when the team is dealing with complex or challenging situations.
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Work collaboratively with internal teams across Australia, New Zealand and the US.
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About You
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We're looking for someone who is hands-on, adaptable and confident making decisions. You'll be comfortable getting into the detail, supporting your team on the tools and taking ownership when things get busy.
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Previous experience in a Customer Service Team Lead or leadership role, or be a high-performing Customer Service professional ready to take the next step.
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Strong B2B customer service experience, ideally within a product, inventory, manufacturing, distribution or technical environment.
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Experience across after-sales service and technical/customer enquiries.
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A genuine hands-on leadership style and willingness to be actively involved in the day-to-day operation.
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Robust problem-solving skills with the confidence and judgement to make good decisions.
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Excellent communication skills and the maturity to take ownership and hold others accountable.
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The ability to manage complexity while remaining calm and solutions-focused.
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A proactive and adaptable approach, with the ability to learn new products and systems quickly.
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Experience with Navision / Business Central is advantageous, but not essential.
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The ability to work effectively across international teams and different time zones.
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We're particularly interested in candidates who have worked in inventory-based, product, technical support, after-sales or service environments.
n This role would suit someone who understands that customer service goes beyond simply answering calls - you'll need to understand the product, coordinate with different teams, solve problems and take ownership of the customer outcome.
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Working hours
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Monday-Friday, with standard hours of 8:30am-5:00pm. Flexibility for earlier starts may be required, with the earliest start around 7:00am to support international time zones.

📌 Customer Service Team Lead (New South Wales)
🏢 Smaart Recruitment
📍 New South Wales