Job description
Our client is a leading industry supplier of homewares, kitchenware, gifting, specialty toys, and artificial plants. It is a powerhouse wholesaler in Australia and New Zealand. Their brands and product ranges are synonymous with sophisticated designs, innovative products, and friendly customer service.
They are now looking to hire a Customer Solutions Specialist - Team Leader to ensure exceptional service across multiple channels, manage complex order systems, resolve escalated cases, and optimise workflows.
Job Responsibilities:
Oversee and guide daily operations of the Customer Solutions team.
Respond to customer inquiries via email, phone, and social media.
Manage and process customer orders, including email, phone, drop shipping, and EDI.
Handle back orders, on-hold orders, and monitor internal requests such as POD or tracking updates.
Identify, escalate, and resolve transport issues, returns, and warranty claims.
Maintain clear communication with internal teams and external customers.
Train, mentor, and support team members to ensure process adherence and service excellence.
Identify opportunities for process improvement and workflow optimisation.
Proven experience in wholesale e-commerce, order management, or customer service roles.
Experience leading a small team or mentoring staff.
Strong written and verbal communication skills in English; Mandarin is a plus.
Proficiency in MS Office and Excel; ERP/CRM system experience preferred (Microsoft Dynamics AX, SAP, NetSuite, or similar).
Knowledge of order management systems, claims processing, and multi-channel customer communication tools.
Strong problem-solving, decision-making, and operational focus.
Ability to work under pressure, manage multiple priorities, and motivate a team.
Positive, approachable attitude with a good sense of humour.
Permanent work-from-home set-up
Dayshift (Australian business hours)
Full-time job
HMO
Annual leave
Christmas Bonus equivalent to 1 month’s wage (pro-rata)
