Customer Service Lead | Growth & Process Coach

Michael Page; Campbelltown; On-site; AUD 110,000 - 140,000; Full time

Job summary

Michael Page is recruiting on behalf of a well-established Australian manufacturer and distributor serving the construction, industrial and building materials sectors. The role combines hands-on leadership, operational oversight and customer engagement to build high-performing teams and improve processes in a growing business.

You will lead the customer service team, manage capacity and workflows, and ensure orders, quotes and inquiries are handled efficiently.

Qualifications

• Three years' experience leading customer service teams.
• Proven ability to create efficient processes and improve workflows.
• Autonomous, proactive leader guiding a developing team.
• Strong problem-solving and dispute-resolution skills.
• Excellent attention to detail with high-value orders.
• Strong organizational and time-management abilities.
• Excellent relationship-building and stakeholder influence.
• Experience with CRM/ERP; SAP exposure preferred.

Responsibilities

• Provide day-to-day leadership, guidance and support to the customer service team, setting clear expectations and leading by example.
• Manage team capacity and workflow distribution to ensure requests, quotations and orders are handled efficiently.
• Foster a culture of accountability, collaboration and exceptional customer care.
• Conduct coaching sessions, performance reviews and ongoing development for team members.
• Track and report on team performance to meet service targets and objectives.
• Identify development opportunities and implement training to improve capability.
• Oversee recruitment, induction and performance management processes.
• Ensure timely, accurate and professional assistance across phone and email channels.
• Develop strong client relationships and act as a trusted contact for key accounts when needed.
• Manage escalated concerns and deliver effective resolutions to protect relationships.
• Supervise accurate processing of orders and complex transactions within systems.
• Collaborate with internal sales to support revenue, quotes and customer journey improvements.
• Contribute ideas to streamline processes and enhance service delivery.

Skills

Leadership

Team Development

Customer Service

Process Improvement

Stakeholder Management

Problem Solving

Communication

CRM Systems

ERP SAP

Tools

SAP

CRM platforms

ERP software

Job description

Michael Page is recruiting on behalf of a well-established Australian manufacturer and distributor serving the construction, industrial and building materials sectors. The role combines hands-on leadership, operational oversight and customer engagement to build high-performing teams and improve processes in a growing business.

You will lead the customer service team, manage capacity and workflows, and ensure orders, quotes and inquiries are handled efficiently.