Customer Service Team Leader

Fresenius Medical Care; Sydney; Presencial; AUD 120.000 - 160.000; Jornada completa

Descripción de la vacante

Fresenius Medical Care is seeking a Customer Service Leader in Sydney to guide the team in daily operations, escalations, and service delivery across orders and inquiries. You will coach staff, manage workload, and ensure adherence to KPIs and SLAs.

The role requires strong leadership, problem-solving, and cross-functional collaboration with logistics, finance, and sales to resolve complex issues promptly and accurately.

Formación

• Proven experience leading a customer service team in a fast-paced environment.
• Strong coaching and escalation management skills.
• Ability to prioritise and manage competing priorities.
• Excellent problem-solving and stakeholder management capabilities.
• Experience with ERP systems (e.g., SAP) and ticketing/workflow tools.

Responsabilidades

• Lead and support the Customer Service team in day-to-day operations and ensure SLA adherence.
• Act as first point of escalation for complex customer issues and internal queries.
• Oversee order types, credits, debits, and invoice issues; coordinate with cross-functional teams.
• Review customer complaints, support root cause analysis and corrective actions.
• Monitor team KPIs and provide performance reporting and insights.
• Contribute to process improvement initiatives and system enhancements.

Conocimientos

People Leadership

Coaching

Escalation Management

Stakeholder Management

Herramientas

SAP

Descripción del empleo

PRIMARY PURPOSE OF THE ROLE

To lead, support, and develop the Customer Service team while ensuring consistent, high-quality service delivery across orders, enquiries, and issue resolution. The role is accountable for day-to-day operational oversight, escalation management, ticket flow, and team performance in line with agreed KPIs, SLAs, and business objectives.

KEY RESPONSIBILITIES

Team Leadership & Daily Operations Lead and support the Customer Service team in day-to-day operational activities. Conduct daily team huddles to review workload, priorities, risks, and service commitments. Allocate and manage work across the team to ensure balanced workloads and SLA adherence. Act as the first point of escalation for complex customer issues and internal queries. Provide coaching, guidance, and on-the-job support to team members

Escalations & Ticket Management Own and manage escalated customer enquiries, complaints, and service issues through to resolution. Oversee the customer service inbox and ticketing system to ensure tickets are prioritised, progressed, and closed within agreed SLAs. Monitor ticket queues and ageing, identifying risks and reallocating work where required. Ensure clear documentation, communication, and handover of escalated cases

Order, Transaction & Process Oversight Provide oversight of all order types, credits, debits, RGAs, FOC orders, and demo coordination. Support resolution of delivery blocks, billing blocks, and complex order or invoice issues. Ensure adherence to internal controls, approvals, and quality standards. Act as a point of contact for cross-functional stakeholders (logistics, finance, sales, operations)

Complaint & Issue Management Review and manage customer complaints, ensuring timely investigation, escalation, and closure. Support root cause analysis and corrective actions for recurring issues. Ensure complaint handling aligns with internal procedures and quality requirements

Performance, KPIs & SLAs Monitor individual and team performance against agreed KPIs and SLAs. Identify performance gaps and implement corrective actions where required. Support the Customer Service Manager with performance reporting and insights. Drive accountability for service quality, accuracy, and timeliness

Project Work & Continuous Improvement Lead or participate in customer service–related projects and improvement initiatives. Identify process inefficiencies and drive continuous improvement across systems and workflows. Support implementation of new processes, tools, and system enhancements. Contribute to documentation, training, and change management activities

OH&S, Compliance & Governance Support OH&S requirements and act as an escalation point for team-related safety concerns. Ensure team compliance with policies, procedures, and regulatory obligations. Promote a culture of accountability, safety, and continuous improvement

Additional Responsibilities Undertake additional duties as reasonably required by the Customer Service Manager in support of operational and business objectives

COMPETENCIES (ATTITUDE, SKILLS, TYPICAL QUALIFICATIONS & EXPERIENCE)

Proven experience in a customer service leadership or senior customer service role. Strong people leadership, coaching, and escalation management skills. Ability to manage competing priorities in a fast-paced operational environment. Strong problem-solving and stakeholder management capability. Experience with ERP systems (e.g. SAP) and ticketing/workflow tools preferred

OTHER DETAILS

KPIs & SLAs: Team adherence to SLAs and response timeframes Quality and timeliness of escalation resolution Accuracy and compliance across orders and transactions Ticket backlog management and ageing reduction Team engagement, capability uplift, and continuous improvement outcomes

The above specification is designed to be comprehensive; however, there will be times when the Job holder will be required to undertake tasks that are not covered. Should they be asked to undertake any of these tasks, they should be given appropriate instructions and assistance by the manager. This document is therefore not intended to limit the job holder’s task and responsibilities in any way.

Creating a future worth living. For patients. Worldwide. Every day. Fresenius Medical Care is the world’s leading provider of products and services for individuals with kidney disease of which approximately 4.5 million patients worldwide regularly undergo dialysis treatment. United by a shared purpose of creating a future worth living for chronically and critically ill people, we care for around 292,000 dialysis patients around the globe. In addition, we operate around 35 global production sites to provide products such as dialysis machines, dialyzers, and related disposables. We aim to continuously improve our patients’ quality of life by offering them high-quality products as well as innovative technologies and treatment concepts.