Customer Service Team Leader

About Us:

Autobacs is a fast-growing Japanese Multinational Corporation specialising in importing, wholesaling, and distributing mobile electronics. Dedicated to providing a one-stop-shop service to customers nationwide, Autobacs has an array of products ranging from mobile audio, acoustic & marine solutions, to mobile communication, telecommunication, and mobile safety.

What we offer:

• Opportunity to join a growing organisation with career development
• Attractive discounts on automotive parts & accessories
• Paid Parental Leave
• Awesome company culture with a close-knit team

Main Responsibility:

We are looking for a highly motivated and experienced Customer Service Team Leader to manage our customer service team. The ideal candidate will be responsible for ensuring that our team provides exceptional customer service to our clients. This role requires excellent communication skills, the ability to work well under pressure, and a proven track record of successfully leading a team. You will work closely with the Head of Sales, Branch Managers, Sales Representatives and Operations team to support the sales growth trajectory and build strong and ongoing relationships between the company and our customers.

You will also be responsible for:

• Leading and managing our Customer Support Coordinators for daily operational success
• Building the capabilities of our customer support team ensuring sufficient staff product knowledge and staff coverage to meet customer expectations
• Actively take part in troubleshooting, parts identification, quoting, liaising with customers and finalising the sale primarily through our online channels including our website as well as over the phone and by email
• Growing relationships with potential customers and maintaining relationships with existing customers both active and inactive
• Collaborating with teams within the organisation to ensure best outcomes
• Collaborating with leads in other branches to achieve broader organisational objectives
• Ensure the accuracy of the data that is entered into our key systems
• Our orders and backorders are efficiently handled while providing regular updates to key parties
• Develop and implement customer service policies and procedures
• Analyze customer service metrics to identify areas for improvement
• Maintain accurate records of client interactions
• Conduct performance evaluations and provide feedback

What your day could look like:

• Take inbound & outbound calls (and emails) to a variety of internal and external stakeholders across VIC, SA & NSW
• Assist in educating our customers about products including upselling
• Promptly resolve customer complaints and issues, taking ownership to see through to resolution.
• Display kindness and empathy towards our clients and provide them with support in difficult situations including dispute resolution
• Work with a supportive team and a company that operates on strong values

Requirements:

You will be an experienced and forward-looking Customer Service Team Leader who has a growth oriented mindset. You will want to make a positive impact, leave your mark on the business and take pride in the quality of your work. The qualities which we are particularly looking for include:

• Bachelor's degree in business administration, marketing or related field – desirable
• 3+ years of experience in customer service management
• Strong leadership abilities
• Proven front line customer management experience - Face to face, over the phone- as long as you have the right attitude!
• Deep experience in the automotive parts and accessories within telecommunications, safety, and mobile audio industry
• An excellent problem solver
• A growth focused, responsible and initiative driven leader
• Ability to lead and indirect team across Australia
• Excellent time management and multi-tasking skills
• Excellent verbal and written communication
• Proficient in Microsoft Office and CRM software
• Knowledge of best practices in customer service industry trends

Teamwork is important to us. You will need to be able to work both independently and as part of a larger team. Being able to build relationships across the business and our customers and problem-solving skills are qualities that will support your success in the role.