Customer Service Team Leader

Stramit; Blacktown; On-site; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Career development

26 weeks parental leave

Fitness Passport

Perkbox discounts

Team BBQs & socials

Job summary

Stramit is Australia's leading vertically integrated steel manufacturer and building products company, seeking an experienced Customer Service Team Leader to guide a team of six across commercial projects and sheds. You’ll work with sales, planning and production to ensure smooth project delivery.

You’ll coach performance, oversee escalations, and drive continuous improvement while fostering a customer-first culture and strong stakeholder relationships.

Qualifications

• Proven experience leading customer service, internal sales or project teams.
• Experience in manufacturing, construction or building products preferred.
• Ability to manage project-based customer timelines and scalable processes.

Responsibilities

• Lead and coach a team of 6 Customer Service Representatives.
• Conduct regular 1:1s and development planning.
• Support customers on commercial projects and sheds.
• Manage escalated enquiries and project challenges.
• Collaborate with Sales, Planning, Manufacturing and Transport.
• Drive a customer-first culture and accountability.
• Support continuous improvement within the customer service function.

Skills

People leadership

Customer service leadership

Project coordination

Stakeholder engagement

Tools

Salesforce

Amazon Connect

Citrix

ERP systems

Job description

Stramit is Australia's leading vertically integrated steel manufacturer and building products company. Part of the Fletcher Building Group, we manufacture and supply trusted building solutions across roofing, walling, structural and rainwater products. With operations across Australia and a proud history spanning generations, we're committed to helping build a better Australia while creating rewarding careers for our people.

About the role:

This is an excellent opportunity for an experienced Customer Service Team Leader, Supervisor or Project Coordinator ready to take the next step in their leadership career. Leading a team of six Customer Service Representatives across our Commercial Projects and Sheds segments, you'll play a critical role in ensuring builders, contractors and customers receive exceptional service throughout the lifecycle of their projects.

Working closely with customers, sales, planning, production and transport teams, you'll help your team navigate complex project-based orders, coordinate material requirements, and provide practical solutions that keep projects moving. This role is ideal for someone who enjoys leading people, coaching performance, and being involved in the technical side of construction and manufacturing environments.

You'll be joining a highly capable and experienced team who know their customers and products well. With a strong focus on leadership, coaching and continuous improvement, you'll have the opportunity to make a genuine impact while being supported by an experienced leader who is passionate about development and succession planning.

What you'll be doing:

• Leading, coaching and developing a team of 6 Customer Service Representatives
• Conducting regular 1:1s, performance conversations and development planning
• Supporting customers across commercial building projects and shed applications
• Managing escalated customer enquiries and project-related challenges
• Partnering with Sales, Planning, Manufacturing and Transport teams to deliver outstanding customer outcomes
• Driving team engagement, accountability and a customer-first culture
• Supporting continuous improvement initiatives as part of our customer service transformation journey

What we're looking for:

• Proven experience leading customer service, internal sales or project support teams
• Background within manufacturing, construction, building products or a related industry highly regarded
• Experience supporting project-based customers and understanding construction project timelines
• Strong communication skills with the ability to influence and build credibility through facts and solutions
• A respectful, approachable and transparent leadership style
• Comfortable working across multiple systems, including Salesforce, Amazon Connect, Citrix and ERP platforms
• Ability to balance operational demands while investing in team development

What's on offer:

• Monday to Friday roster (8:00am - 4:00pm)
• Career development opportunities within Stramit and Fletcher Building
• Employee Education Fund to support professional development
• 26 weeks paid parental leave
• Fitness Passport access for employees and their families
• Perkbox discounts across groceries, fuel, entertainment and more
• Supportive and down-to-earth team culture with regular BBQs, coffee catch-ups, afternoon teas and the much-loved Friday team lunches

Bring your leadership experience, customer focus and passion for developing people.