Role - Customer Service Team Lead
Location- Thomastown, VIC
Part time - this role will be a part time Fixed Term Contract for 9 months, onsite in Thomastown 3 days per week
About Justrite Safety Group - At Justrite Safety Group, we're more than just a collection of industrial safety companies; we're a dynamic organization dedicated to protecting people, property, and the planet. Our ever-growing portfolio of companies collaborates to deliver advanced industrial safety solutions that set the standard for excellence.
As our business continues to grow, we continue to look for top talent to join our team as we lead the charge in revolutionizing industrial safety, ensuring that every worker returns home safe, every workplace remains secure, and our environment thrives for generations to come. With Justrite Safety Group, safety isn't just a priority-it's our passion.
The Contribution You'll bring to this Role - As the leader of our Customer Service team, you'll manage a dedicated team committed to delighting our customers by delivering exceptional service and support in the safety industry. Your role will involve guiding customer service operations to ensure high standards of responsiveness and problem resolution, while fostering a proactive approach to customer satisfaction. You'll have the opportunity to drive improvements, implement innovative solutions, and collaborate with top professionals across the company. This position allows you to make a significant impact on our customer relationships and uphold Justrite's reputation as a leader in safety and protection.
In this role, you will report directly to the Director of sales ,



setting the stage for your career to soar This role is your gateway to opportunities for advancement, with the potential to grow within the organization in 3-5 years as you make meaningful contributions to our organizational goals.
What You'll Do at Justrite

- Lead customer service organization, including day-to-day leadership, talent management, and staffing. Establish strong customer relationships and mentor team to foster strong customer relationships as well.
- Deliver ongoing feedback to team members on all aspects of the customer service process, including customer engagement, outreach volume and methodology, qualification processes, product positioning, up selling, negotiation and closing strategies.
- Develop Customer Service Representatives by daily supervision of responsibilities and providing advice and direction to ensure a cohesive and effective approach to department leadership and guidance. Drive performance management of the team through effective day-to-day supervision and team development.
- Provide account management. Contract regularly and deliver a sales performance goal as assigned.
- Identify, develop and drive key performance standards and metrics to drive desired culture and work toward their achievement. Develop and implement standard operating procedures that ensure consistency and best practices.




- Work closely with and establish positive and collaborative relationships with the Sales Managers and Business Development teams to promote customer satisfaction.
- Fully understand the customer pricing strategy and provide feedback to sales as needed
- Partner with Marketing Team and cross-functional internal partners to make sure a consistent flow of information, training, and reporting to ensure the customer service teams are knowledgeable and well versed in prospective new business opportunities.
- Monitor sales and increase conversion levels while maintaining overall customer service.
- Monitor call handling and trends to maximize service delivery.
- Regularly generates and analyses reports/spreadsheets and various tracking tools to prepare monthly metrics for end of month to review with the team.
- Contribute to continuous improvement initiatives by communication with key stakeholders and participating in continuous improvement initiatives and projects.
- Guide resolution of escalated calls and issues by utilizing knowledge and available resources to resolve customer issues and negotiate sensitive and stressful situations. Act as internal trouble shooter for the team, finding and analyzing root cause.

Competencies

- Customer-Centric leadership - Keeps customer needs at the center of decisions while balancing business priorities. Builds a culture of service excellence.

- Team Leadership & Development - Coaches, motivates, and develops team members; sets explicit expectations and builds accountability and engagement.

- Communication - Communicates clearly and professionally with customers, employees, and cross-functional stakeholders. Handles difficult conversations effectively.

📌 Part Time Customer Service Team Lead (Thomastown)
🏢 Melbourne, AUS
📍 Thomastown