Customer Service Team Lead - Elevate Support & Ops

Eastern Distributors Pty Ltd; Greater Dandenong; On-site; AUD 65,000 - 90,000; Full time

Job summary

Eastern Distributors Pty Ltd is seeking an experienced Customer Service Team Leader in Australia to drive daily operations of the customer service team. The role requires hands-on leadership, a focus on developing a capable team and delivering accurate, timely support across phone and email channels.

Ideal candidates will have strong Excel skills, familiarity with inventory/ERP or order management systems, and a structured approach to improving workflows.

Qualifications

• Strong people management experience guiding a team toward goals.
• Structured, process-driven approach with a track record of improving workflows.
• Excellent Excel skills, including PivotTables and lookups (XLOOKUP/VLOOKUP).
• Practical knowledge of inventory, ERP or order management systems.
• Proven leadership in customer service with focus on quality and consistency.
• Clear written and verbal communication and active listening.

Responsibilities

• Lead, coach and develop the Customer Service team, fostering accountability and teamwork.
• Set expectations and service standards; provide regular feedback and fair performance management.
• Coordinate workloads, team coverage and daily priorities during busy periods.
• Support recruitment, onboarding and ongoing training on products, systems and procedures.
• Oversee customer inquiries, order processing and follow-ups via phone and email.
• Escalate complex issues and drive resolution through to completion.
• Provide proactive updates on stock, backorders, deliveries and order changes.
• Handle pricing queries, order discrepancies, returns and credits per policy.
• Collaborate with Sales, Purchasing, Warehouse, Logistics and Accounts to ensure a seamless customer experience.
• Document and maintain clear customer service procedures to improve efficiency.

Skills

People management

Excel proficiency

Data analysis

Customer service leadership

Communication

Process improvement

Tools

Excel

Inventory/ERP system

Order management software

Job description

Eastern Distributors Pty Ltd is seeking an experienced Customer Service Team Leader in Australia to drive daily operations of the customer service team. The role requires hands-on leadership, a focus on developing a capable team and delivering accurate, timely support across phone and email channels.

Ideal candidates will have strong Excel skills, familiarity with inventory/ERP or order management systems, and a structured approach to improving workflows.