Customer Service Team Leader

Eastern Distributors; Melbourne; On-site; AUD 85,000 - 110,000; Full time

Job summary

Eastern Distributors Pty Ltd is seeking an experienced Customer Service Team Leader to drive a high-performing team and deliver exceptional service. You will lead daily operations, coach staff, and implement process improvements to ensure accurate, timely customer support.

The role emphasizes strong Excel skills, practical knowledge of inventory and order management systems, and the ability to balance competing priorities in a fast-paced environment.

Qualifications

• Strong people management experience with a track record of performance improvement.
• Experience implementing procedures and improving workflows.
• Excellent Excel skills with PivotTables and lookups.
• Practical knowledge of inventory and order management systems.
• Ability to lead a busy team and manage competing priorities.

Responsibilities

• Lead, coach and develop the Customer Service team, building a culture of accountability and continuous improvement.
• Set clear expectations and service standards, provide feedback and manage performance fairly.
• Coordinate workloads and daily priorities to maintain service during busy periods.
• Support recruitment, onboarding and ongoing training for product knowledge and systems.
• Oversee customer enquiries, order processing and follow-up across phone and email channels.
• Escalate complex enquiries and take ownership through to resolution.
• Provide proactive updates on stock, backorders, delays and changes to orders.
• Coordinate pricing queries, order discrepancies, returns and credit requests.
• Collaborate with Sales, Purchasing, Warehouse, Logistics and Accounts to ensure a consistent customer experience.
• Establish, document and maintain clear customer service procedures.

Skills

People management

Process improvement

Advanced Excel

Customer service leadership

Communication

Problem solving

Prioritization

Tools

ERP systems

Order management systems

Inventory management systems

Job description

We are seeking an experienced Customer Service Team Leader with strong people management skills, a passion for delivering excellent customer service and a structured approach to improving processes. You will lead the daily operations of our Customer Service team, ensuring customers receive accurate, timely and professional support. This is a hands-on leadership role for someone who can develop a capable and accountable team, manage competing priorities and improve the way work is done.

Excellent Excel skills and practical knowledge of inventory and order management systems are essential. You will use these skills to monitor performance, identify issues and support efficient order processing and clear customer communication.

Key responsibilities

Lead, coach and develop the Customer Service team, building a positive culture of accountability, teamwork and continuous improvement

Set clear expectations and service standards, provide regular feedback and manage performance fairly and constructively

Coordinate workloads, team coverage and daily priorities to maintain consistent service during busy periods

Support recruitment, onboarding and ongoing training, ensuring team members understand our products, systems and procedures

Oversee customer enquiries, order processing and follow-up, ensuring accuracy and timely responses across phone and email channels

Act as the escalation point for complex enquiries and complaints, taking ownership of issues through to resolution

Ensure customers receive proactive updates about stock availability, backorders, delivery delays and changes to their orders

Coordinate pricing queries, order discrepancies, returns and credit requests in line with company policies and approval requirements

Work closely with Sales, Purchasing, Warehouse, Logistics and Accounts to resolve issues and deliver a consistent customer experience

Establish, document and maintain clear customer service procedures to support consistent and efficient ways of working

About you

Strong people management experience, with a demonstrated ability to motivate a team, develop staff capability and address performance issues

A structured, process-driven approach, with experience implementing procedures and improving workflows

Excellent Excel skills, including PivotTables, lookup functions such as XLOOKUP or VLOOKUP, formulas, data analysis and reporting

Practical knowledge of inventory, ERP or order management systems, including stock enquiries, order tracking and backorder management

Proven experience in customer service leadership, with a clear understanding of what creates a positive and reliable customer experience

Excellent written and verbal communication skills, including active listening and the ability to handle difficult conversations professionally

Strong problem-solving skills and sound judgement, balancing customer needs with business policies and operational requirements

Excellent organisation, attention to detail and the ability to manage competing priorities in a busy environment

A calm, resilient and proactive approach, with the confidence to make decisions and follow through on commitments

Experience in wholesale, distribution or another business-to-business customer service environment will be highly regarded

What Success Looks Like

A capable, engaged team with clear expectations and consistent service standards.

Accurate order processing and timely, proactive customer communication.

Customer issues resolved promptly, with fewer recurring problems.

Clear procedures that improve efficiency and reduce avoidable errors.

Useful reporting that supports informed decisions and ongoing improvement.