Sales Operations & Customer Service Lead

seek.com.au; Brisbane; On-site; AUD 120,000 - 160,000; Full time

Job summary

seek.com.au is seeking an experienced Sales Operations & Customer Service Lead to oversee our sales coordinators, support external sales representatives and drive responsive customer service in Brisbane.

This is a hands-on senior role connecting people and information across the business, working with Sales, Quality, Production and upper management to ensure customer requirements are understood and issues are resolved.

Qualifications

• Senior sales support or sales operations experience in packaging, manufacturing or distribution.
• Proven ability to lead and develop a team of sales coordinators.
• Experience preparing tenders and quotations with attention to detail.
• Strong written and verbal communication skills and ability to escalate issues when needed.
• Understanding of how purchasing, inventory, production and dispatch affect customer supply.
• Proactive, organized, with strong ownership.

Responsibilities

• Lead our sales coordinators with daily priorities and ensure accurate, timely customer service.
• Support external sales representatives with reports and client information before visits.
• Prepare and coordinate tenders, bringing together pricing, specifications and quality documents.
• Provide timely quotations, coordinating internal inputs and following up on requests.
• Connect sales and customer service with quality and production, informing teams of changes.
• Anticipate customer stock requirements and supply risks, coordinating solutions.
• Coordinate customer requests for quality information and ensure prompt responses.
• Track non-conformance reports (NCRs) with QA through investigation and closure.
• Provide concise daily reports to upper management on priorities, quotes, tenders, stock risks and outcomes.
• Work closely with upper management to resolve escalations and ensure timely information to customers.
• Drive follow-through across departments with clear owners and deadlines.

Job description

We are seeking an experienced Sales Operations & Customer Service Lead to oversee our sales coordinators, support our external sales representatives and drive responsive, proactive customer service.

This is a hands-on senior role for someone who can connect people and information across the business. You will work closely with Sales, Quality, Production and upper management to ensure customer requirements are understood, potential issues are identified early and commitments are followed through.

About the role

Your responsibilities will include:

• Lead our sales coordinators, setting daily priorities, monitoring workloads and ensuring accurate, timely customer service.
• Support external sales representatives, preparing reports and customer information before visits, including sales history, stock usage, outstanding orders, quotes and current issues.
• Prepare and coordinate tenders, bringing together pricing, specifications, Quality documents and commercial information to deliver complete, accurate submissions within deadlines.
• Provide timely quotations, coordinating internal inputs and following up outstanding requests.
• Connect sales and customer service with quality and production, keeping teams informed about new products, urgent requirements, production schedules and changes affecting customers.
• Anticipate customer stock requirements and supply risks, identifying potential shortages early and coordinating practical solutions.
• Coordinate customer requests for quality information, ensuring documents and responses are provided promptly.
• Track non-conformance reports (NCRs) with QA through investigation, corrective action and closure, ensuring customers receive appropriate updates.
• Provide concise daily reports to upper management on customer priorities, quotes, tenders, stock risks, outstanding issues and results.
• Work closely with upper management to resolve escalations and ensure information is returned to customers within agreed timeframes.
• Drive follow-through across departments, ensuring actions have clear owners, deadlines and confirmed outcomes.

About you

You will bring:

• Strong experience in senior sales support, customer service or sales operations, ideally within packaging, manufacturing or distribution.
• Proven ability to lead and develop sales coordinators or a customer service team.
• A strong background in preparing tenders and quotations, with excellent attention to detail.
• Excellent written and verbal communication skills, with the confidence to obtain answers, clarify requirements and elevate issues when needed.
• An understanding of how purchasing, inventory, production and dispatch affect customer supply.
• The ability to recognise potential problems before they affect customers.
• Strong reporting and analytical skills, including proficiency in Excel and experience using ERP and CRM systems.
• A proactive, organised approach and the ability to manage competing priorities.
• A collaborative working style, sound judgement and a strong sense of ownership.

What we are looking for

We need someone who takes responsibility for seeing matters through. You will understand what the customer needs, bring the right people together, keep everyone informed and confirm that commitments have been met.