Customer Service Team Leader

Job description

So, what goes into making that happen? Lead, support and coach the Customer Service Team to deliver consistent, high-quality customer service Manage day-to-day team workflow, priorities and service levels to ensure customer enquiries and orders are actioned within agreed timeframes Provide escalation support for complex customer enquiries, complaints, delivery concerns, pricing enquiries and order issues Oversee the accurate processing of customer orders, returns, stock enquiries, pricing enquiries and delivery status updates Provide internal sales support to ASICS sales representatives and ensure customer service activity supports sales and business objectives Monitor team performance, identify training needs and provide feedback to support capability, accountability and service excellence Maintain strong working relationships with internal and external stakeholders, including customers, retailers, distributors and internal departments Identify and implement process improvements that increase efficiency, accuracy, communication and the overall customer experience Ensure customer service processes, records and information are accurate, compliant and maintained in relevant systems Support the Customer Service Manager with reporting, team updates, operational priorities and ad hoc business requirements In return we offer: A permanent full-time opportunity with a market leading global brand Salary + bonuses + 17.5% annual leave loading + paid parental leave Flexible hybrid work options using a ‘Moments That Matter’ way of working Convenient Marsden Park location in a new head office facility, closely connected to the M7, with ample free parking Free onsite gym and personal training sessions Generous staff discount – % off wholesale! A learning & development culture with personal access to LinkedIn Learning, leadership programs, 'move your mind' learning sessions, study leave and targeted role specific training A collaborative, innovative, and high-performing team culture with career growth opportunities – We love promoting from within! Opportunities to give back through community and team events That's enough about us, here's what we'd like to see from you: Demonstrated experience in a customer service, sales administration or order management environment Previous experience leading, mentoring or coordinating a team, including the ability to allocate work and support performance Strong commercial and business acumen, with an understanding of customer service impact on sales, operations and customer retention Experience in excel, Salesforce and SAP highly desirable Exceptional organisational skills and the ability to prioritise competing tasks in a fast-paced environment Strong written and verbal communication skills, including the ability to manage escalations and difficult conversations professionally Ability to deliver to tight deadlines while maintaining accuracy, attention to detail and service quality Resilient, flexible and solutions-focused approach, with the ability to work autonomously and collaboratively Strong interpersonal and relationship-building skills with internal teams and external customers Confident using Microsoft Office, including Excel, Word, Outlook and PowerPoint, and comfortable learning business systems High level of initiative, professionalism, self-motivation and commitment to continuous improvement Customer-focused mindset with the ability to balance service excellence, business needs and team effectiveness ASICS is proud to be an Equal Employment Opportunity employer, where everyone’s ideas and contributions are respected. We are committed to engaging a diverse workforce, and our hiring decisions are made with the best candidate for the role at the forefront. We encourage people of all ages, abilities, and cultural backgrounds to apply to join our team. ASICS is proud to be an Equal Employment Opportunity employer, where everyones ideas and contributions are respected. We are committed to engaging a diverse workforce, and our hiring decisions are made with the best candidate for the role at the forefront. We encourage people of all ages, abilities, and cultural backgrounds to apply to join our team. The Customer Service Team sits within the Sales Department and provides customer service, order management and sales administration support to ASICS wholesale customers, sales representatives and internal stakeholders. The Customer Service Team Leader reports to the Customer Service Manager and is based at the ASICS NSW Head Office in Marsden Park. The Customer Service Team Leader provides day-to-day leadership, coaching and operational support to the Customer Service Representatives, while also working closely with Sales, Logistics, Marketing and Finance teams to resolve issues and improve service delivery.