Customer Service Leader – High-Volume Ops

Sharp and Carter; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

Sharp and Carter, a leading distributor across Australia and New Zealand, seeks a Customer Service Leader to guide a team of four in delivering exceptional service. You will work with Sales, Supply Chain and Manufacturing to improve processes and customer satisfaction.

You bring proven people leadership in a high-volume environment, strong coaching and KPI management, ERP/CRM experience (Dynamics 365 preferred), and a background in manufacturing or distribution.

Qualifications

• Proven experience leading a customer service team in a high-volume environment.
• Strong people leadership, coaching and performance management skills.
• Excellent communication, problem-solving and stakeholder management skills.

Responsibilities

• Lead and develop a high-performing customer service team.
• Manage service standards, KPIs and team performance.
• Oversee customer orders, enquiries, complaints and escalations across ANZ.
• Identify and implement process improvements to enhance customer experience.
• Analyse performance data, manage workloads and support workforce planning.
• Build strong relationships with key customers and internal stakeholders.
• Drive a positive, accountable and customer-focused team culture.

Skills

People leadership

Coaching

Performance management

Stakeholder management

ERP experience

Tools

ERP systems

CRM systems (Dynamics 365)

Job description

Sharp and Carter, a leading distributor across Australia and New Zealand, seeks a Customer Service Leader to guide a team of four in delivering exceptional service. You will work with Sales, Supply Chain and Manufacturing to improve processes and customer satisfaction.

You bring proven people leadership in a high-volume environment, strong coaching and KPI management, ERP/CRM experience (Dynamics 365 preferred), and a background in manufacturing or distribution.