Customer Service Team Lead

Our client is a well-established global product design, manufacturing and distribution business specialising in heating, refrigeration, plumbing, gas and HVAC solutions.
With operations across Australia, New Zealand and the US, the business supplies technical products to trade customers, installers, commercial businesses and end users across multiple markets.
  
Why Apply?
  
This is an opportunity to step into a key leadership position within a high-performing, collaborative team where you’ll have genuine ownership and influence.
You’ll be joining a team that is already in a great place, with strong communication, trust and accountability. The focus is on maintaining that environment while ensuring the team remains responsive, productive and delivering a high level of customer service.
  

• Salary of $90,000–$100,000 + super, depending on experience
• 1 day WFH per week once fully trained and established
• 20% annual leave loading
• Annual salary reviews
• Discretionary salary bonus
• Onsite parking
• Location: Ingleburn, Sydney
• Fully equipped onsite gym
• Monday–Friday role with no weekend work
• Strong internal career progression opportunities
• Established business with 48 years of stability
• Genuine investment in employee development
• Fun and collaborative workplace culture, including regular team events, food days and charity initiatives

  
  
What You’ll Be Doing
  

• Lead, support and develop a team of five Customer Service Representatives.
• Take a hands-on, player/coach approach, spending significant time working alongside the team and on the phones.
• Jump onto the phone queue and assist with customer enquiries during busy periods.
• Ensure calls and customer enquiries are being responded to and completed within required timeframes.
• Monitor workloads, response times and outstanding actions to ensure the team remains on task.
• Ensure appropriate phone coverage throughout the day, including lunch periods.
• Support the team with complex customer, technical and after-sales enquiries.
• Manage B2B and end-user enquiries across orders, products, stock, pricing, parts and after-sales service.
• Work closely with technical teams and outsourced field service agents to resolve customer issues.
• Lead by example and set clear standards around customer service, accountability and performance.
• Provide guidance and support when the team is dealing with complex or challenging situations.
• Work collaboratively with internal teams across Australia, New Zealand and the US.

  
About You
  
We’re looking for someone who is hands-on, adaptable and confident making decisions. You’ll be comfortable getting into the detail, supporting your team on the tools and taking ownership when things get busy.
Ideally, you’ll bring:
  

• Previous experience in a Customer Service Team Lead or leadership role, or be a high-performing Customer Service professional ready to take the next step.
• Strong B2B customer service experience, ideally within a product, inventory, manufacturing, distribution or technical environment.
• Experience across after-sales service and technical/customer enquiries.
• A genuine hands-on leadership style and willingness to be actively involved in the day-to-day operation.
• Strong problem-solving skills with the confidence and judgement to make good decisions.
• Excellent communication skills and the maturity to take ownership and hold others accountable.
• The ability to manage complexity while remaining calm and solutions-focused.
• A proactive and adaptable approach, with the ability to learn new products and systems quickly.
• Experience with Navision / Business Central is advantageous, but not essential.
• The ability to work effectively across international teams and different time zones.

  
  
We’re particularly interested in candidates who have worked in inventory-based, product, technical support, after-sales or service environments.
  
This role would suit someone who understands that customer service goes beyond simply answering calls - you’ll need to understand the product, coordinate with different teams, solve problems and take ownership of the customer outcome.
  
Working hours: Monday–Friday, with standard hours of 8:30am–5:00pm. Flexibility for earlier starts may be required, with the earliest start around 7:00am to support international time zones.
  
For questions, email Jenna at SMAART Recruitment on jenna@smaart.com.au. Interviews will commence immediately.