Customer Service Team Leader

Job Description

Full-time Permanent Customer Service Team Leader Role in North Brisbane!\n

Are you an experienced customer service leader who thrives in a fast-paced trade and retail environment? Do you enjoy coaching a small team, building strong customer relationships, and leading from the front?
\n This is an exciting opportunity to join a national supplier that supports businesses across the signage, graphics, and trade industries. With a reputation for quality products, exceptional service, and a positive team culture, this organisation takes pride in helping their customers deliver outstanding results!

\n Your New Role 
\n As the Customer Service Team Leader, you'll be responsible for leading a busy customer service function within a trade retail environment.

Acting as the go-to person for both customers and team members, you'll provide hands-on leadership while ensuring a high standard of service across face-to-face, phone, and online channels.
\n This is a role for someone who enjoys balancing people leadership with day-to-day customer interaction and operational support.
\n Key responsibilities include:

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• Leading, mentoring and supporting a small team of customer service professionals
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• Coordinating day-to-day customer service operations and workflows
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• Monitoring customer service performance and driving continuous improvement initiatives
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• Providing assistance with customer enquiries, credits, and issue resolution
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• Delivering exceptional service to walk-in trade customers, phone enquiries and online customers
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• Processing and reviewing customer orders with a high level of accuracy
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• Working closely with warehouse, supply chain and interstate teams to ensure smooth order fulfilment
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• Assist with collecting and fulfilling orders from the warehouse when needed
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• Managing customer expectations regarding stock availability, deliveries and product information
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• Handling escalated customer concerns and problem-solving solutions
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• Identifying opportunities to convert customer enquires into sales
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• Conducting outbound calls to past customers to re-establish relationships 
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• Managing key account relationships by understanding their requirements, anticipating needs and recommending products
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• Building and maintaining strong product knowledge and providing expert advice to customers
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What You'll Bring\n
\nWe're looking for a hands-on leader from a retail, trade, wholesale or customer service environment who enjoys developing people and creating positive customer experiences.\n
\nTo be successful, you'll have:\n

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• Previous leadership, supervisory or team leader experience within a customer service, retail or trade environment
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• Strong experience managing customer enquiries in a fast-paced setting
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• A passion for delivering outstanding customer service and supporting team success
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• Excellent communication and relationship-building skills
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• The ability to confidently handle customer issues and resolve problems effectively
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• Strong administrative and organisational skills with exceptional attention to detail
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• Experience working with trade customers, industrial products, electrical, signage, automotive, hardware or similar industries will be highly regarded
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• A proactive and positive attitude with a willingness to lead by example
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What You'll Get in Return \n
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• Competitive annual salary + Super
  
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• Attractive profit share program depending on store performance
  
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• On-site parking
  
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• Stable Monday to Friday with no weekend work
  
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• Join a well-established and highly regarded national business
  
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• Leadership opportunity with autonomy and responsibility
  
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What You Need To Do Now \n
\nIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.\n
\nIf this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.\n
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