Team Leader & Customer Service Coordinator

We are seeking a dedicated and dynamic Team Leader & Customer Service Coordinator to join our team. This role combines frontline customer service duties with leadership responsibilities, ensuring a seamless experience for our customers and effective coordination within your team. The ideal candidate will have excellent communication skills, a passion for helping others and the ability to motivate and lead a team towards achieving departmental goals.

Team Leadership:

• Oversee daily operations of your team and act as first point of contact for team members
• Set daily priorities and allocate workload to meet service goals
• Monitor team performance metrics

• Lead, mentor and motivate a team of customer service representatives to achieve and exceed performance targets, providing regular feedback and coaching
• Onboard and train new team members, ensuring they are equipped for success
• Highlight process improvement needs to the Customer Service Manager and assist in implementing strategies to enhance productivity, team efficiency and customer satisfaction
• Ensure team members follow standard procedures
• Act as a role model for adopting new practices

Customer Service Coordinator

• Deliver high-quality support to your own portfolio of assigned clients
• Take ownership of customer cases, from case creation, quotation and order entry to service follow-up
• Manage day-to-day communication with clients via phone and email, addressing inquiries and resolving issues promptly and efficiently
• Handle complex or escalated customer inquiries
• Maintain accurate customer records in the system
• Closely collaborate with other departments to resolve customer issues

Health & Safety

• Promote a “Safety first” culture throughout the company, at our customers and in our industry
• Ensure adherence to safety and quality across all facets of our operation and customer delivery
• Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required.