Leading the Customer Service team in delivering an outstanding customer experience.
Working closely with Sales, Finance, Production, Warehousing and Operations teams, ensuring operational excellence across customer service, order management, invoicing, credits and returns.Key responsibilitiesLead and develop the Customer Service team to deliver an exceptional customer experienceManage end-to-end customer order management & fulfilment, ensuring efficient delivery and service outcomesPartner with Sales, Production, Warehousing and Operations teams to align customer requirements with business prioritiesChampion best-practice ways of working by supporting system enhancements, user adoption, training and continuous improvement initiativesInfluence business performance through reporting, insights and service excellenceMonitor KPIs, SLAs and operational performance metrics, using data and insights to drive decision-making,



continuous improvement and business outcomesPrioritise morning order drops ensuring warehouse efficiencyLiaise with wider commercial team to maximise sales with available stock and resourcesCo-ordinate cross functionally with internal teams on customer/consumer quality issues and process quality queries including reports and returns/Warranty claimsDevelop and optimise operational processes, systems and workflowsAbout youMinimum 5 years leadership experience in Customer Service, Sales Support or related functionExperienced in ERP (preferably Pronto), CRM and customer portalsProven experience leading and developing a teamExperience driving continuous improvement and change initiativesKnowledge of operational systemsDemonstrable process improvement for efficiency and accuracyFlexible with a sense of urgency and ability to multi-task and problem solveAbility to build robust working relationships and communicate to all levelsStrong attention to detail and accuracyStrong analytical, problem solving and decision making skills
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📌 Customer Service Operations Lead (Melbourne)
🏢 Tontine Group
📍 Melbourne