Customer Service Leader - Drive Growth & Excellence

Southcott Pty Ltd; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Southcott Pty Ltd in Sydney is seeking an experienced Customer Service Manager to lead our Sydney customer service team. Reporting to the National Customer Service Manager, you will develop team capability, strengthen customer relationships and drive sales and operational performance.

This hands-on leadership role balances coaching and supporting your team with actively managing customer enquiries, resolving challenges and identifying opportunities to improve how we do business.

Qualifications

• At least 5 years' customer service experience in hydraulics/manufacturing or technical environment.
• Demonstrated people leadership experience with the ability to coach and develop a team.
• Strong commercial awareness and customer-focused approach.
• Experience with technical products and extensive product ranges.
• Excellent communication, relationship-building and problem-solving skills.
• Strong organisational skills and the ability to manage competing priorities.
• Proactive approach to continuous improvement and operational efficiency.
• PRONTO experience highly regarded.

Responsibilities

• Lead, coach and develop a team of Customer Service Representatives to deliver exceptional service.
• Drive team performance, accountability and a positive, collaborative culture.
• Build and maintain strong relationships with existing and new customers.
• Support sales growth by converting customer enquiries into opportunities.
• Provide technical product advice and support to customers and team members.
• Oversee quotations, order processing and customer enquiries to ensure accuracy and efficiency.
• Work closely with Sales, Operations, Purchasing and Manufacturing to deliver great customer outcomes.
• Identify and implement improvements to systems, processes and service delivery.

Skills

Leadership

Customer service

Commercial awareness

Communication

Problem solving

Organisational skills

Continuous improvement

People development

Tools

PRONTO

Job description

Southcott Pty Ltd in Sydney is seeking an experienced Customer Service Manager to lead our Sydney customer service team. Reporting to the National Customer Service Manager, you will develop team capability, strengthen customer relationships and drive sales and operational performance.

This hands-on leadership role balances coaching and supporting your team with actively managing customer enquiries, resolving challenges and identifying opportunities to improve how we do business.