Customer Service Team Leader, ANZ

Vantive

Sydney

On-site

AUD 85,000 - 105,000

Full time

14 days+

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Job summary

A vital organ therapy company in Sydney is seeking a Customer Service Team Leader to manage a high-performance team. You will ensure exceptional customer experiences, drive process improvements, and achieve operational metrics. The ideal candidate will have 5+ years in customer service or leadership roles, with strong skills in communication and problem-solving. This full-time position offers a dynamic and supportive environment aimed at transforming vital organ therapies.

Qualifications

At least 5 years of experience in customer service or team leadership.
Ability to connect with a diverse range of people.
Empathetic and resilient nature with strong customer service ethic.
Experience in a fast-paced environment in supply chain, preferably in the medical industry.

Responsibilities

Ensure effortless customer experience; resolve product availability and price queries.
Provide effective leadership and develop a positive team culture.
Drive process improvement and ensure compliance with standards.

Skills

Customer service

Leadership

Problem solving

Communication

Attention to detail

Education

Bachelor's degree in Business Administration or related field

Tools

ERP system (ideally JDE & Salesforce)

Job description

Overview

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

Position: Customer Service Team Leader, ANZ

Work Location: Vantive Old Toongabbie Office (Expected to move to New Office in Victoria Cross, North Sydney soon)

Line Manager: Customer Service Manager

Normal Working Hours: Mon-Fri 8:00-17:00 (2 days Working from home)

Travel: Not required

Job Scope

This position is accountable for building and leading high-performance teams to meet business demand and customer requirements. It leads the team and supports the Customer Service Manager ANZ to meet operational and business metrics. It is accountable for ensuring that customer/patient orders, returns, credits, complaints, requests, adverse events, and medical enquiries are resolved in a timely, accurate and cost-effective manner within first call resolution. The key focus areas are ensuring the team performs across five Customer Support Core strengths: Timely response, First call resolution, Professional Call Quality, Accurate information and processing, and highly skilled people.

Responsibilities

Customer Management: Ensuring team always provides an effortless customer experience; support order accuracy and handling of product availability, price queries, and product/service complaints; problem solving; oversight of delivery issue resolution; customer relationship management with customers and collaboration with Sales & Marketing, Supply & Distribution, Finance and Quality & Regulatory Affairs to manage relationships.
People And Team Management: Provide effective leadership; drive implementation of company initiatives; develop a positive team culture; manage staff resources and time/attendance systems; conduct performance reviews and develop direct reports; coach staff according to KPI.
Operations Management: Drive process improvement and efficiency programs; support Perfect Order; ensure timely and accurate processing of orders, credits, and RMAs; ensure transactions comply with Terms of Sale; understand the JDE system and support CSRs with workload where required.
Quality Management: Maintain quality standards and procedures; coach for optimized team performance with focus on service quality and KPI performance; ensure compliance with company standards and regulatory requirements, including Adverse Event Reporting; participate in audits where appropriate.

Qualifications

Bachelor's degree in Business Administration, Management, or a related field.
At least 5 years of experience in customer service or team leadership roles with a proven track record of achieving performance targets and maximizing customer satisfaction.
Desire to deliver great customer service every time and ability to connect with a diverse range of people.
An empathetic and resilient nature with the ability to stay positive under pressure; strong customer service ethic.
Experience in a fast-paced environment in supply chain, preferably in the medical industry.
Strong verbal and written communication with high attention to detail.
High level of accuracy, numeracy and demonstrated learning agility.
Strong computer skills with experience using a large ERP system (ideally JDE & Salesforces).
Growth mindset or experience in process improvements will be highly regarded.

Additional Information

Reasonable Accommodation: Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If you need a reasonable accommodation for any part of the application or interview process, please click the link provided in the original posting and share your request and contact information.

Recruitment Fraud Notice: Vantive has discovered incidents of employment scams where fraudulent parties pose as Vantive employees or recruiters. To learn how to protect yourself, review our Recruitment Fraud Notice.

Job Details