Your Role 

The Customer Service Team Lead is responsible for leading, managing, and developing a team of Customer Service Representatives within an assigned territory. The role ensures high-quality service delivery, operational efficiency, and compliance with standard operating procedures while driving continuous improvement in customer experience, team performance, and internal processes. This position plays a key role in maintaining service excellence, strengthening internal collaboration, and supporting business performance through disciplined execution and effective people leadership.

Responsibilities 

• Lead, manage, and motivate an assigned team of Customer Service Representatives to deliver consistent, high-quality customer service.
• Develop, train, coach, and mentor team members to enhance performance, capability, and engagement.
• Identify, evaluate, and implement continuous process improvements to increase productivity, accuracy, and service levels.
• Complete all relevant performance, operational, and management reporting.
• Conduct workforce planning, and resource scheduling to ensure optimal coverage and service delivery.
• Respond to complex customer queries, escalations, and service issues.
• Manage and resolve customer complaints, queries, and product returns in a professional and timely manner.
• Manage and oversee the accurate processing of sales orders.
• Manage and control the Customer Credit process in collaboration with Credit Control and Finance teams.
• Ensure effective communication flow between customer service, sales, logistics, finance, and other key stakeholders.
• Deliver reporting and performance analysis, including service metrics and KPIs.
• Ensure adherence to customer service standards, operational procedures, and quality processes.

Your Profile 

You are a hands-on, service-driven people leader with proven experience in managing customer service teams within a structured operational environment. You combine strong leadership capability with operational discipline, enabling you to drive service excellence, process improvement, and team performance. You thrive in fast-paced environments, remain calm under pressure, and are committed to delivering consistent, high-quality customer experiences

Skills 

• Strong people leadership and coaching capability.
• Excellent customer service orientation and stakeholder engagement skills.
• Solid operational, administrative, and organisational capability.
• Strong problem-solving, analytical, and decision-making skills.
• Excellent communication skills, both written and verbal.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and CRM / ERP systems (SAP knowledge advantageous).
• Strong planning, prioritisation, and time management skills.

Experience 

• 6+ years’ experience in customer service, sales administration, or operational support roles.
• Minimum of 2–3 years’ experience in a team leadership or supervisory capacity.
• Proven experience managing customer service operations, order processing, and customer issue resolution.
• Experience working within chemical distribution, manufacturing, FMCG, logistics, or related operational industries is advantageous

Education 

• Matric or equivalent qualification.
• A relevant tertiary qualification in Business Administration, Operations Management, Customer Experience, or related field is advantageous.
• Leadership or supervisory training will be an advantage.

Our Offer 

• Competitive and fair salary

• Retirement savings plan

• Professional development opportunities

Brenntag provides equal employment opportunities to qualified applicants and employees of all backgrounds and identities to create a workplace where difference is valued because it forms a resilient and more innovative organization. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds.

Brenntag TA Team