Customer Service Team Leader

at Airstep Australia Pty Ltd
Published May 26, 2023
Location Melbourne, Australia
Category Customer Service  
Job Type Full-time  


Customer Service Team Leader Airstep Australia Pty Ltd location Melbourne.

Airstep, based in Dandenong South, is a well-established and leading manufacturer of underlays and distributor of flooring underlay, hard flooring, laminate, vinyl and accessories. We are recruiting a customer service team leader to lead and support our national network.

Your key responsibilities will be lead and grow a small customer service team, leading by example and providing positive mentorship. Process customer orders timely and effectively. Pro-actively resolve any issues in a timely manner to minimise disruption to customers. Develop and set a clear mission to achieve customer service excellence and develop strategies focused towards that mission.

Leadership and management of the customer service team including developing KPIs and maintaining a customer-focused, cohesive team. Develop, coach, and support your team to achieve quality and productivity targets and drive team engagement and morale. Develop action plans and drive continuous improvement.

Develop and maintain an innovative, flexible, and collaborative work environment to achieve the best customer outcomes. Be responsible for change and development within the team. Build excellent relationships with internal and external stakeholders. Provide periodic reports to customers and internal stakeholders.

Key Skill requirements ability to perform under pressure. Between 4-5 years of experience as a customer service team leader where you have been hands-on as well as lead a small team to success. Excellent verbal and written communications skills with the ability to build instant rapport with both internal and external customers.

Strong ability to multi-task. Have a high level of attention to detail. Excellent interpersonal skills to ensure effective management of the team. Creative thinking to be able to come up with new ideas to improve customer service standards. 4-5 years of experience in full-function ERP software, preferably Microsoft Dynamics 365. Proficient computer skills especially Excel as you will be expected to provide specialised reports to both internal and external stakeholders. Experience in a manufacturing and supply chain environment ideal, but not mandatory.

The successful candidate will be someone who will lead by example, can lead a team to provide the best customer service, as well as understand this is a hands-on role where no task is too big or too small and where stakeholder management will be critical to the team's success.

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