Customer Service Team Leader

Apex Steel Group; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

Apex Building Products is seeking an experienced Customer Service Team Leader to join our internal sales and customer service team in Campbelltown. You will lead the team while hands-on entering orders and supporting key customers to maintain a high level of service.

This role focuses on developing processes, resolving issues promptly and driving customer satisfaction in a fast-paced manufacturing environment, with SAP order management and cross-functional collaboration with the sales team.

Qualifications

• Minimum 3 years in a customer service management or team leadership role.
• Experience in fast-paced manufacturing, entering orders and supporting key customers.
• Proactive leader skilled at designing workflows and efficient processes.
• Self-driven, able to work independently and lead a young team.
• Attention to detail to ensure complex orders are processed accurately.
• Strong organisational and communication skills; SAP/CRM experience advantageous.

Responsibilities

• Respond promptly to customer enquiries via phone and email with accurate product and order information.
• Build and maintain relationships with key customers and support service delivery.
• Handle escalations and complex issues to ensure timely resolutions.
• Process and oversee complex customer orders accurately in SAP.
• Collaborate with sales to prepare quotes, orders, and identify service improvements.
• Lead, coach and develop the customer service team and monitor KPIs.

Skills

Customer service leadership

Team management

Order processing

Communication

Process improvement

Tools

SAP

CRM systems

Job description

Apex Building Products in Campbelltown is seeking an experienced and motivated Customer Service Team Leader to join our internal sales and customer service team.

This is an exciting opportunity for a customer-focused leader who enjoys working in a fast-paced environment and has a strong understanding of customer service, internal sales and order management.

As Customer Service Team Leader, you will be working hands-on entering orders, supporting key customers and resolving issues. At the same time, you will be responsible for leading and developing the customer service team while ensuring our customers receive a consistently high level of service.

About The Role

Customer Service & Sales Support

• Respond promptly to customer enquiries via phone and email, providing accurate information about products, pricing, availability and order status
• Build and maintain strong relationships with key customers and support the team in delivering excellent customer service
• Handle escalated customer enquiries, complaints and complex issues, ensuring appropriate and timely resolution
• Process and oversee complex customer orders accurately and efficiently in SAP
• Collaborate with the sales team to support sales initiatives, prepare quotes and sales orders and identify opportunities to improve customer service

Team Leadership & Management

• Motivate and lead from the front by working within the customer service team to achieve high standards of customer service and operational performance
• Allocate and coordinate workloads across the team to ensure customer enquiries and orders are managed efficiently
• Coach, mentor and develop team members, providing regular feedback and support
• Monitor team performance against agreed service levels, KPIs and business objectives
• Identify training and development needs and support continuous improvement within the team
• Promote a positive, collaborative and customer-focused team culture
• Run recruitment, onboarding and performance management for customer service team members

Who We Are Looking For

• Minimum 3 years of experience in a Customer Service Management, Team Leader or Senior Customer Service role
• Recent experience in a fast-paced manufacturing environment, entering orders and supporting key customers
• A proactive leader with a passion for designing workflows and efficient processes within a growing organisation
• Self-driven approach with the ability to work independently while also leading and supporting a young team
• Excellent attention to detail and the ability to ensure complex customer orders are processed accurately
• Strong organisational skills with the ability to prioritise workloads in a fast-paced environment
• Excellent communication, interpersonal and negotiation skillsStrong computer skills; experience with SAP and CRM systems is an advantage
• Experience with metal roofing, sheet metal, steel or related building products is highly desirable

What We Offer

• Full-time permanent position
• An exciting leadership role with room to grow yourself, your team and the opportunity to see your impact every day
• Opportunity to lead and develop an established Customer Service team
• Join a dynamic, achievement-driven team
• Strong company, strong future

About The Company

Apex Building Products is part of the Apex Steel Group, one of Australia's largest privately owned steel manufacturers & distributors. Since its inception in 1994, Apex has continued to grow across Australia offering a wide range of products while servicing diverse industries. With a strong focus on innovation, quality, and customer service, we are dedicated to delivering excellence in all that we do.

Join our team and be a part of our continued success!