Sales Operations & Customer Service Lead

Private Advertiser; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

Private Advertiser in Brisbane is seeking an experienced Sales Operations & Customer Service Lead to oversee sales coordinators, support external sales reps and drive proactive customer service. This role is hands-on and requires coordinating across Sales, Quality, Production and upper management.

You will lead coordinators, prepare tenders, provide timely quotations, connect sales with quality and production, anticipate stock needs, and track NCRs.

Qualifications

• Senior experience in sales support or sales operations.
• Experience leading sales coordinators or customer service teams.
• Experience preparing tenders and quotations.
• Strong Excel skills and ERP/CRM familiarity.
• Industry knowledge in packaging, manufacturing or distribution preferred.

Responsibilities

• Lead our sales coordinators, setting priorities and workloads.
• Support external sales representatives with reports and customer data.
• Prepare and coordinate tenders with pricing and specs.
• Provide timely quotations and follow up on requests.
• Coordinate with quality and production on product information and schedules.
• Anticipate stock requirements and supply risks.
• Track non-conformance reports with QA and provide updates.
• Provide concise daily reports to upper management.
• Resolve escalations with upper management and ensure timely responses.
• Drive cross-department follow-through with clear owners and deadlines.

Skills

Senior sales support

Customer service leadership

Sales operations

Excel

ERP systems

CRM systems

Analytical skills

Communication skills

Tools

Excel

ERP systems

CRM systems

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 escalations 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.