Customer Service Lead

We are seeking a motivated and experienced Customer Service Lead to oversee the daily operations of a busy customer service and telesales team. This is a hands-on role where you will support, coordinate, and guide team members, ensuring service excellence and smooth day-to-day operations. You’ll also act as a key support to the Sales Manager, stepping up when required, and helping to drive business growth through strong customer relationships and efficient processes.

About the Role:
In this role, you’ll lead a small but fast-paced team, ensuring all orders, enquiries, and customer interactions are managed with accuracy and professionalism. You’ll be responsible for maintaining high standards of service, supporting team performance, and managing workflows to meet deadlines. With a mix of leadership, customer engagement, and administration, this role requires someone who can juggle priorities, motivate a team, and build lasting customer relationships.


Key Responsibilities:

• Manage and coordinate daily operations of the customer service and telesales team
• Support the Sales Manager and step in when required
• Ensure timely and accurate processing of customer orders and enquiries
• Handle customer feedback and complaints with professionalism and care
• Drive sales opportunities by promoting products and offers
• Maintain accurate records, reports, and pricing updates
• Support the field sales team with data, reporting, and correspondence
• Uphold compliance with industry standards including HACCP, WHS, and environmental requirements
• Contribute to a positive, fair, and supportive team culture

• Proven experience in customer service, telesales, or a related leadership role
• Strong organisational and multitasking skills with high attention to detail
• Excellent communication skills, both verbal and written
• Ability to manage a team and foster a supportive workplace
• Confident with Microsoft Office and comfortable learning in-house systems
• Knowledge of HACCP, WHS, or ISO standards will be highly regarded
• A proactive, solutions-focused mindset with the ability to meet deadlines under pressure