Automotive Customer Service Team Leader

Amotiv; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Staff discounts

On-site parking

Employee benefits

Job summary

Disc Brakes Australia is seeking an experienced Customer Service Team Leader to support its busy customer service team and deliver consistently high service standards. You will be the first escalation point, coaching staff and ensuring orders are processed within timeframe while building strong relationships with customers.

The role requires strong automotive aftermarket knowledge, proven customer service excellence and the ability to manage priorities in a fast-paced environment.

Qualifications

• Automotive parts interpreting experience or strong automotive aftermarket knowledge.
• Experience in a fast-paced telephone and email-based customer service environment.
• Experience coaching, guiding or supporting a customer service team.
• Strong knowledge of customer service processes, systems and quality measures.
• Excellent communication and relationship-building skills.
• Ability to manage competing priorities and work to strict deadlines.
• Strong planning and organisational skills with a customer-first approach.
• Excellent attention to detail and accuracy.
• A practical, solutions-focused approach to problem-solving.

Responsibilities

• Provide hands-on customer service across phone sales, parts interpreting, invoicing, returns and aftersales support.
• Act as the first point of escalation for the team, providing guidance and advice.
• Monitor team performance and provide coaching and feedback against goals and KPIs.
• Ensure customer orders are processed within freight timeframes and calls and callbacks are completed promptly.
• Build strong customer relationships and develop a clear understanding of their requirements.
• Identify opportunities to improve customer service processes, systems and team knowledge.
• Support the recruitment, onboarding and training of new team members.
• Work closely with internal teams to deliver a consistent and positive customer experience.
• Promote a safety-first mindset and comply with all health, safety and sustainability requirements.

Skills

Automotive interpreting

Customer service

Team coaching

Communication skills

Planning

Attention to detail

Job description

Disc Brakes Australia is seeking an experienced Customer Service Team Leader to support its busy customer service team and deliver consistently high service standards. You will be the first escalation point, coaching staff and ensuring orders are processed within timeframe while building strong relationships with customers.

The role requires strong automotive aftermarket knowledge, proven customer service excellence and the ability to manage priorities in a fast-paced environment.