Job Description

A leading Organisation is seeking a confident and experienced Customer Service Team Leader to take ownership of a busy customer service function and drive both team performance and customer outcomes. This role is suited to a people-focused leader who enjoys being hands-on, developing their team and creating a high-performance environment. You'll play a key role in setting the standard for service delivery, supporting your team through day-to-day challenges and identifying ways to improve the overall customer experience.

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Key Responsibilities:

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- Manage the day-to-day operations of the Customer Service team.
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- Lead, motivate and support team members to achieve individual and team objectives.
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- Provide regular feedback, coaching and performance support.
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- Build a culture centred around accountability, collaboration and customer service.
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- Allocate workloads and manage priorities to ensure service requirements are met.
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- Assist with hiring, onboarding and training new team members.
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- Act as an escalation point for complex customer and operational matters.
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- Review team KPIs and service metrics, addressing performance opportunities as they arise.
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- Identify opportunities to streamline processes and improve operational efficiency.
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- Partner with Sales, Supply Chain, Logistics, Finance and Operations to deliver seamless outcomes.
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About the Role:

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A leading Organisation is seeking a confident and experienced Customer Service Team Leader to take ownership of a busy customer service function and drive both team performance and customer outcomes. This role is suited to a people-focused leader who enjoys being hands-on, developing their team and creating a high-performance environment. You'll play a key role in setting the standard for service delivery, supporting your team through day-to-day challenges and identifying ways to improve the overall customer experience.

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Key Responsibilities:

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- Manage the day-to-day operations of the Customer Service team.
n
- Lead, motivate and support team members to achieve individual and team objectives.
n
- Provide regular feedback, coaching and performance support.
n
- Build a culture centred around accountability, collaboration and customer service.
n
- Allocate workloads and manage priorities to ensure service requirements are met.
n
- Assist with hiring, onboarding and training new team members.
n
- Act as an escalation point for complex customer and operational matters.
n
- Review team KPIs and service metrics, addressing performance opportunities as they arise.
n
- Identify opportunities to streamline processes and improve operational efficiency.
n
- Partner with Sales, Supply Chain, Logistics, Finance and Operations to deliver seamless outcomes.
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Skills & Experience:

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- Previous leadership experience within Customer Service, Order Management or a similar function.
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- Strong people leadership skills with a demonstrated ability to coach and develop others.
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- Background within manufacturing, distribution, logistics, supply chain or another B2B environment.
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- Excellent communication and stakeholder management capabilities.
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- Ability to balance people leadership with a practical, hands-on approach.
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- Commercially minded with a focus on continuous improvement and customer outcomes.
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- Exposure to ERP or CRM platforms such as JD Edwards, Salesforce or similar will be highly regarded.
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About the Company:

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An well-established Organisation with a strong Australian presence and operations across international markets. The business works with a diverse customer base across multiple industries and has built a reputation for quality, reliability and strong customer relationships. With continued growth and an established, collaborative team workplace, this is an opportunity for an experienced Customer Service Leader to step into a role where they can make a real impact.

📌 Customer Service Team Lead (Victoria)
🏢 Sharp & Carter
📍 Victoria