Customer Service Team Lead — Part-Time Onsite (Thomastown)

Melbourne, Aus; Melbourne; On-site; AUD 80,000 - 110,000; Part time

Job summary

Justrite Safety Group is seeking a Customer Service Team Lead to guide a dedicated CS team in Thomastown, VIC. This part-time, 9-month fixed-term contract role focuses on delivering exceptional service, mentoring staff, and driving customer satisfaction in industrial safety.

The role requires at least 5 years of B2B CS leadership experience, strong KPI-driven management, and cross-functional collaboration with Sales and Marketing. Onsite work is required three days per week.

Qualifications

• Minimum 5 years' B2B customer service management experience in technical, industrial or related markets.
• Experience implementing and managing a metrics-based customer service organization with KPI focus.
• Ability to navigate a fast-paced, technology-driven environment and synthesize multiple data sources.
• Excellent verbal, written and presentation skills for cross-functional collaboration.

Responsibilities

• Lead the Customer Service team with day-to-day leadership, talent management and staffing.
• Provide ongoing feedback on customer engagement, outreach, qualification, product positioning, upselling, negotiation and closing strategies.
• Develop and mentor CS Reps through supervision, guidance and performance management.
• Provide account management and contribute to sales performance goals.
• Establish SOPs and best practices to ensure consistent customer experiences.
• Collaborate with Sales, Marketing, Operations and Finance to improve information flow and readiness for new opportunities.
• Monitor calls, analyze trends and prepare monthly metrics for review.

Skills

Customer-Centric leadership

Team Leadership & Development

Communication

Problem Solving & Decision Making

Escalation & Conflict Management

Operational Excellence

Performance Management

Continuous Improvement

Cross-Functional Leadership

Change Leadership

Ownership & Accountability

Tools

Salesforce

Excel

PowerPoint

Job description

Justrite Safety Group is seeking a Customer Service Team Lead to guide a dedicated CS team in Thomastown, VIC. This part-time, 9-month fixed-term contract role focuses on delivering exceptional service, mentoring staff, and driving customer satisfaction in industrial safety.

The role requires at least 5 years of B2B CS leadership experience, strong KPI-driven management, and cross-functional collaboration with Sales and Marketing. Onsite work is required three days per week.