Senior Customer Service Lead - Residential Sales

Beaumonts; Cumberland; On-site; AUD 90,000 - 120,000; Full time

Job summary

Beaumonts in Pemulwuy, NSW, seeks a Senior Customer Service Coordinator to support the Residential Sales team and the State Office. You will manage your own portfolio, guide colleagues, and escalate complex inquiries to ensure timely, high-quality customer outcomes.

You will contribute to SOPs, process improvements, and cross-functional collaboration with procurement, warehousing, and sales teams. A proactive, organised, and customer-focused mindset is essential in a fast-paced environment.

Qualifications

• Proven experience in customer service, preferably within the building industry or building products industry.
• Strong organisational skills with the ability to manage multiple priorities and support others in doing the same.
• Demonstrated leadership qualities with experience guiding or supporting team members.
• Excellent communication and interpersonal skills, with confidence in handling escalations and building relationships.
• High-level problem-solving skills and initiative in a dynamic team environment.

Responsibilities

• Work collaboratively with the Team Leader and State Sales Manager to support the efficient day-to-day operation of the customer service function.
• Provide guidance, knowledge sharing, and practical support to team members, assisting with complex enquiries, onboarding, and ongoing development.
• Contribute to balancing team priorities by assisting with workload coordination and supporting colleagues during peak periods.
• Act as a key escalation point for complex customer enquiries, working alongside the team to achieve timely and positive outcomes.
• Maintain a high standard of customer service through effective order management, issue resolution, and accurate data management while managing your own portfolio of work.
• Contribute to the development and maintenance of Standard Operating Procedures (SOPs), process improvements, and reporting activities.
• Build and maintain strong working relationships with builders, suppliers, and internal stakeholders including procurement, warehousing, logistics, and sales teams.
• Support a consistent national approach to customer service processes and workload management across all locations.
• Lead by example through strong performance, attention to detail, and a proactive approach to supporting team and business objectives.
• Actively contribute to team productivity by managing a significant volume of customer service activities while providing support and guidance to colleagues as required.

Skills

Leadership

Customer service

Organisation

Communication

Problem-solving

Microsoft Excel

DAX exposure

Tools

Microsoft Excel

DAX exposure

Job description

Beaumonts in Pemulwuy, NSW, seeks a Senior Customer Service Coordinator to support the Residential Sales team and the State Office. You will manage your own portfolio, guide colleagues, and escalate complex inquiries to ensure timely, high-quality customer outcomes.

You will contribute to SOPs, process improvements, and cross-functional collaboration with procurement, warehousing, and sales teams. A proactive, organised, and customer-focused mindset is essential in a fast-paced environment.