Customer Service Team Lead: Coach, Elevate Performance

Agrifutures; Victoria; On-site; AUD 90,000 - 110,000; Full time

Job summary

Agrifutures is seeking an experienced Customer Service Team Leader to guide and grow a high-performing team in Victoria, Australia. This role combines people leadership with delivering smooth day-to-day operations and exceptional customer outcomes.

You will coach, develop, and motivate team members, manage performance, and collaborate with Sales, Supply Chain, Logistics and Finance to optimise service delivery.

Qualifications

• Experience leading a Customer Service or Order Management team.
• Strong coaching and performance management capabilities.
• Experience in a B2B, manufacturing, distribution, logistics or supply chain environment.
• Excellent communication and stakeholder management skills.
• Hands-on, solutions-focused approach.
• Interest in improving processes, performance and customer experience.
• ERP/CRM experience (JD Edwards, Salesforce or similar) preferred.

Responsibilities

• Lead, coach and develop a team of Customer Service Officers.
• Set clear performance expectations around service and accountability.
• Run regular 1:1s, coaching sessions and team meetings.
• Identify development opportunities and build team capability.
• Manage workloads, resource planning and priorities.
• Support recruitment, onboarding and training of new team members.
• Handle complex customer escalations and operational issues.
• Monitor KPIs, service levels, and team performance.
• Identify process improvements and drive positive change across the function.
• Collaborate with Sales, Supply Chain, Logistics, Finance and Operations.

Skills

Team leadership

Coaching

B2B experience

Stakeholder mgmt

Process improvement

ERP/CRM tools

Job description

Agrifutures is seeking an experienced Customer Service Team Leader to guide and grow a high-performing team in Victoria, Australia. This role combines people leadership with delivering smooth day-to-day operations and exceptional customer outcomes.

You will coach, develop, and motivate team members, manage performance, and collaborate with Sales, Supply Chain, Logistics and Finance to optimise service delivery.