Customer Service Team Lead — Elevate Service & Ops

Coleambally; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Coleambally is seeking a Customer Service Lead to oversee the CS team, ensuring high-quality service across orders, enquiries, and issue resolution. You will manage escalation, ticket flow, and KPI/SLA adherence while collaborating with logistics, finance, and operations to improve processes.

The role demands strong leadership, stakeholder management, and experience with ERP systems and ticketing tools. On-site Melbourne location with emphasis on continuous improvement.

Qualifications

• Proven experience in a customer service leadership or senior customer service role.
• Strong people leadership, coaching, and escalation management skills.
• Experience with ERP systems (e.g. SAP) and ticketing/workflow tools.

Responsibilities

• Lead and support the Customer Service team in day-to-day operational activities.
• Own escalated inquiries and ensure resolution within SLAs.
• Oversee orders, credits, debits, and invoicing issues with cross-functional stakeholders.
• Review customer complaints, drive root-cause analysis, and continuous improvement.
• Monitor KPIs and SLAs; report on performance and provide coaching.
• Lead projects to improve processes and systems; ensure OH&S compliance.

Skills

People leadership

Escalation management

Stakeholder management

Prioritisation under pressure

Tools

SAP

Ticketing systems

Job description

Coleambally is seeking a Customer Service Lead to oversee the CS team, ensuring high-quality service across orders, enquiries, and issue resolution. You will manage escalation, ticket flow, and KPI/SLA adherence while collaborating with logistics, finance, and operations to improve processes.

The role demands strong leadership, stakeholder management, and experience with ERP systems and ticketing tools. On-site Melbourne location with emphasis on continuous improvement.