Customer Service Team Lead - Hybrid (Coffee)

Toby's Estate Coffee Roasters

Sydney

Hybrid

AUD 90,000 - 110,000

Full time

4 days ago

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Job summary

Toby's Estate Coffee Roasters in Sydney's Alexandria office seeks a Customer Service Team Leader to unite people, processes and systems to ensure every customer interaction is efficient, accurate and genuinely supportive. This hands-on, fast-paced role spans multiple systems and platforms and drives continuous improvement across teams.

You will lead the Customer Service team, manage escalations, coordinate with sales, warehousing and production, and champion service excellence.

Qualifications

Experience leading a customer service team.
Experience in a fast-paced retail/food & beverage / FMCG environment is a plus.
Strong communication skills with attention to detail and accuracy.
Understanding of supply chain and logistics is beneficial.

Responsibilities

Lead, develop and engage the Customer Service team (daily operations).
Ensure agreed customer service levels and standards are achieved.
Support the Service Technician team by liaising with Sales on installations and issues.
Manage escalated customer issues through to resolution.
Identify opportunities to improve systems, workflows and team capability.
Support recruitment, onboarding and training for the team.
Carry out day-to-day customer service activities (orders, invoicing, inquiries).