Welcome to Criterion Industries!
At Criterion, we don't just offer jobs – we build careers.
As a fast-growing, family-owned company with over 40 years in the industry, we take pride in delivering high-quality aluminium partitioning systems, sliding systems, doors, and hardware accessories to the commercial and residential building sectors.
Our culture is Energetic, Committed, and United – values that drive us every day.
You'll feel it the moment you step into our vibrant, modern head office in Glendenning (Western Sydney), NSW.
We're looking for driven individuals who want to be part of a structured, high-performance team, where success is recognised, and contributions are celebrated at every opportunity.
We're looking for an
experienced Customer Service Team Leader
who is passionate about delivering outstanding customer experiences, developing high-performing teams, and driving results.
Why Join Criterion?
Competitive salary
Profit-sharing bonus after 6 months
Monday to Friday role (no weekends)
Career growth in a fast-growing business
Supportive, energetic, and team-focused culture
About the Role
As our
Customer Service Team Leader
, you'll lead and support our Customer Service team, ensuring exceptional service, efficient case management, and strong team performance.
You'll be the go-to person for customer escalations, team coaching, and workflow management, while also managing key customer accounts and helping drive business growth.
What You'll Be Doing
Leadership & Team Management
Lead, motivate, and support the Customer Service team
Manage daily workflows and team workloads
Handle customer escalations and complex issues
Coach team members through regular feedback and one-on-one meetings
Identify training and development opportunities




Improve processes to enhance customer experience and team efficiency
Support onboarding, training, and performance review activities
Customer & Account Management
Build strong relationships with key customer accounts
Act as the link between customers, sales, operations, and suppliers
Provide timely updates on orders and enquiries
Ensure all customer interactions are accurately captured in Salesforce
Sales & Growth Support
Follow up quotes, projects, and opportunities
Help convert opportunities into orders
Identify growth opportunities within existing accounts
Promote new products and support recent customer onboarding
Contribute to achieving sales and revenue targets
Administration & Systems
Maintain accurate records in Salesforce and Business Central
Process orders and quotations
Complete customer follow-ups and outbound calls
Escalate issues when required
What We're Looking For
Essential:
Proven experience leading a customer service team
Strong people leadership and coaching skills
Exceptional communication and relationship-building abilities
Ability to thrive in a fast-paced environment and juggle competing priorities
Strong problem-solving and decision-making skills
Confidence using CRM and ERP systems
A proactive, accountable, and results-driven mindset
Highly Desirable
Experience within manufacturing, building products, construction, industrial, or wholesale distribution industries
Experience with Salesforce or similar CRM systems
Experience working with sales teams and managing customer accounts
Ready to Lead a Team That Delivers?
If you're an experienced Customer Service leader looking for a role where you can make a genuine impact, develop your team, and grow your career with a successful Australian business, we'd love to hear from you.
Apply now and become part of the Criterion success!

📌 Customer Service Manager (Sydney)
🏢 Criterion Industries
📍 Sydney