Customer Service Team Leader

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

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?
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!

Your New Role
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.
This is a role for someone who enjoys balancing people leadership with day-to-day customer interaction and operational support.
Key responsibilities include:

• Leading, mentoring and supporting a small team of customer service professionals
• Coordinating day-to-day customer service operations and workflows
• Monitoring customer service performance and driving continuous improvement initiatives
• Providing assistance with customer enquiries, credits, and issue resolution
• Delivering exceptional service to walk-in trade customers, phone enquiries and online customers
• Processing and reviewing customer orders with a high level of accuracy
• Working closely with warehouse, supply chain and interstate teams to ensure smooth order fulfilment
• Assist with collecting and fulfilling orders from the warehouse when needed
• Managing customer expectations regarding stock availability, deliveries and product information
• Handling escalated customer concerns and problem-solving solutions
• Identifying opportunities to convert customer enquires into sales
• Conducting outbound calls to past customers to re-establish relationships
• Managing key account relationships by understanding their requirements, anticipating needs and recommending products
• Building and maintaining strong product knowledge and providing expert advice to customers

What You'll Bring
We'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.
To be successful, you'll have:

• Previous leadership, supervisory or team leader experience within a customer service, retail or trade environment
• Strong experience managing customer enquiries in a fast-paced setting
• A passion for delivering outstanding customer service and supporting team success
• Excellent communication and relationship-building skills
• The ability to confidently handle customer issues and resolve problems effectively
• Strong administrative and organisational skills with exceptional attention to detail
• Experience working with trade customers, industrial products, electrical, signage, automotive, hardware or similar industries will be highly regarded
• A proactive and positive attitude with a willingness to lead by example

What You'll Get in Return

• Competitive annual salary + Super
• Attractive profit share program depending on store performance
• On-site parking
• Stable Monday to Friday with no weekend work
• Join a well-established and highly regarded national business
• Leadership opportunity with autonomy and responsibility

What You Need To Do Now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If 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.
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