Customer Service Team Lead: Elevate Operations & Experience

Eastern Distributors Pty Ltd; Melbourne; On-site; AUD 85,000 - 110,000; Full time

Job summary

Eastern Distributors Pty Ltd is seeking an experienced Customer Service Team Leader to drive a high-performing team and deliver exceptional service. You will lead daily operations, coach staff, and implement process improvements to ensure accurate, timely customer support.

The role emphasizes strong Excel skills, practical knowledge of inventory and order management systems, and the ability to balance competing priorities in a fast-paced environment.

Qualifications

• Strong people management experience with a track record of performance improvement.
• Experience implementing procedures and improving workflows.
• Excellent Excel skills with PivotTables and lookups.
• Practical knowledge of inventory and order management systems.
• Ability to lead a busy team and manage competing priorities.

Responsibilities

• Lead, coach and develop the Customer Service team, building a culture of accountability and continuous improvement.
• Set clear expectations and service standards, provide feedback and manage performance fairly.
• Coordinate workloads and daily priorities to maintain service during busy periods.
• Support recruitment, onboarding and ongoing training for product knowledge and systems.
• Oversee customer enquiries, order processing and follow-up across phone and email channels.
• Escalate complex enquiries and take ownership through to resolution.
• Provide proactive updates on stock, backorders, delays and changes to orders.
• Coordinate pricing queries, order discrepancies, returns and credit requests.
• Collaborate with Sales, Purchasing, Warehouse, Logistics and Accounts to ensure a consistent customer experience.
• Establish, document and maintain clear customer service procedures.

Skills

People management

Process improvement

Advanced Excel

Customer service leadership

Communication

Problem solving

Prioritization

Tools

ERP systems

Order management systems

Inventory management systems

Job description

Eastern Distributors Pty Ltd is seeking an experienced Customer Service Team Leader to drive a high-performing team and deliver exceptional service. You will lead daily operations, coach staff, and implement process improvements to ensure accurate, timely customer support.

The role emphasizes strong Excel skills, practical knowledge of inventory and order management systems, and the ability to balance competing priorities in a fast-paced environment.