Job Description

We're looking for a Customer Service Team Lead who can help drive the day-to-day performance of our Customer Service team, strengthen customer relationships and bring a more proactive, sales-focused approach to the way we work.

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This is a hands-on leadership role suited to someone who enjoys being close to the team, coaching people, solving customer problems and creating opportunities — not just processing orders.

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You'll help lead a team that sits at the centre of our customer relationships, supporting strong service while building confidence around proactive follow-up, cross-selling, upselling and identifying opportunities to grow customer accounts.

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Reporting to the Customer Administration Manager, you'll play a key leadership role across the Customer Service function and work closely with our wider Sales team.

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You'll be hands-on, visible and involved.

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About Bainbridge

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Bainbridge is an award-winning Australian business supplying products across the animal, equine, rural and pet industries.

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We've built our business on solid customer relationships, a broad and trusted product range and an award-winning Customer Service team committed to delivering a great experience for our customers.

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As we continue to grow, we're investing in our systems, processes and people while also building a stronger commercial focus across the business.

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It's an exciting time to join Bainbridge - there is plenty happening, genuine opportunity to influence how we work, and the chance to help shape the next stage of our Customer Service and internal sales function.

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The Role

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You'll be responsible for helping keep the Customer Service team focused, supported and performing day-to-day,



while building a stronger sales and customer ownership mindset across the team.

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That means:

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Setting daily priorities and helping the team stay focused on customer needs, follow-up and commercial opportunities.

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Coaching team members in real time and helping build confidence, capability and accountability.

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Encouraging the team to move beyond simply processing orders and have stronger commercial conversations with customers.

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Driving proactive customer follow-up, cross-selling, upselling and new product opportunities.

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Supporting the team to identify opportunities to increase customer spend and product penetration.

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Helping build confidence around sales conversations, product knowledge and opportunity identification.

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Working closely with our Territory Sales Managers and wider Sales team to support customer relationships and commercial activity.

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Being the first point of support when the team needs direction or a customer issue needs resolving.

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Monitoring team activity, service performance and agreed sales or customer KPIs.

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Keeping an eye on workload and shifting priorities when business needs change.

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Helping maintain consistent service standards and agreed ways of working.

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Supporting the rollout of new systems, SOPs and process improvements.

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Identifying recurring customer issues, workflow challenges and opportunities to improve the customer experience.

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Supporting the Customer Administration Manager with day-to-day team performance and operational priorities.

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We'd love to hear from you if you:

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Have experience as a Team Leader, Customer Service Team Lead, Internal Sales Team Lead, Sales Team Leader or similar.

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Have strong Customer Service experience and enjoy building long-term customer relationships.

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Have a commercial mindset and can identify opportunities to grow customer accounts.

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Are comfortable coaching people around customer conversations, sales opportunities and performance.

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Enjoy being hands-on and close to the team.

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Are comfortable giving direction, coaching people and holding others accountable.

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Can stay calm when priorities shift or customer issues escalates.

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Understand that great Customer Service is about both service and sales.

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Are confident working across different departments to get an outcome.

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Like improving processes rather than simply working around problems.

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Are organised, practical and comfortable making day-to-day decisions.

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Previous sales experience will be highly regarded, particularly experience leading, coaching or developing a sales or internal sales team.

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Why this role matters

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Our Customer Service function is evolving.

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You'll work closely with the Customer Administration Manager and wider Sales team to build a stronger team, develop commercial capability and create a Customer Service function that delivers both an excellent customer experience and stronger business outcomes.

📌 Customer Service Team lead (City of Gold Coast)
🏢 Bainbridge
📍 City of Gold Coast