Customer Service Lead

At 4Cabling, we are more than just a leading direct-to-consumer manufacturer, wholesaler, and retailer of cabling, server racks, IT management, shelving, and electrical accessories. We are at the forefront of innovation in our industry. As we continue our exciting growth trajectory, expanding our reach and impact, now is a thrilling time to join our team. Our commitment to quality and innovation goes together with our dedication to team development, making 4Cabling the perfect place for those eager to advance in a dynamic and nurturing environment. Why 4Cabling? Joining 4Cabling means becoming part of a community that genuinely values work-life balance and team well-being. We are proud of our dynamic work environment where you can truly thrive both professionally and personally. Genuine Work-Life Balance: We understand the importance of balance and ensure that work complements your personal life. Supportive and Diverse Culture: Our inclusive culture celebrates diversity and fosters a collaborative environment focused on community involvement and corporate responsibility. Competitive Salary: Reflecting the experience and value our team members bring; our salaries are above market rates. Employee Development: Growth and learning are part of our culture, with opportunities for professional development across our expanding business. Health Benefits: We prioritise your health with comprehensive benefits. Central Location: Easily accessible by public transport, with free parking and nearby amenities. About the Role We are looking for an experienced Customer Service Lead to join our team in Homebush on a full-time basis. The role will be leading the customer support team, ensuring the delivery of exceptional customer service across all channels. Research, update and add new contacts/companies into our database from various sources to present new leads to Sales Team (including events the sales team has attended, business cards, LinkedIn, and industry website data sources). Handle complex and escalated customer issues to ensure satisfactory resolution. Hands on approach to attend to inbound and outbound calls and responding to all customer queries daily. Ensure customer accounts are properly set up and activated once payment is received and alerts are being send out. Check customer usage statistics on a regular basis and report back to account managers to ensure correct renewal/upgrading cycles. Understand and action analysis reports on customer segments on databases. Monitor customer interactions to ensure consistency and quality. Lead by example and tailor team training to enhance each individual team member’s skills. Lead and coach the customer service team, fostering a culture that values coaching, performance management, and celebrating success. Develop and maintain a performance-driven environment where team targets and customer service levels meet or exceed expectations. Ensure proper handling of web orders, returns, and related customer service inquiries. Coordinate with the warehouse team for order fulfillment. Work with the sales team to monitor pipelines and reporting. Create customer distribution lists and log in details. Produce invoices, process payments, and other related tasks. Retrieving and updating information from internal databases, using Salesforce and other systems. Qualifications and Experience Minimum of 5 years' experience in a customer service role, preferably within a sales and customer focused environment. Experience in Data & Fibre products. The ability to work under pressure and be highly organised. Clear and concise channels of communication with Account Managers. Ability to further develop and enhance professional relationships. Personal Attributes Strong communication and interpersonal skills. Excellent verbal, written communication and presentation skills that make an impact and persuade their intended audiences. Ability to work effectively in a team environment. Highly organised and detail-oriented, with the ability to prioritise tasks effectively. Proactive, self-motivated, and able to work under minimal supervision. Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad . #J-18808-Ljbffr