Customer Service Team Leader – Retail Accounts
Location: Western Sydney
Salary: $100,000 – $110,000 + Super
The Company Our client is a rapidly growing, customer centric organisation operating within the food and FMCG sector, supplying high quality products to major national retailers across Australia. With a strong footprint in both retail and direct to consumer channels, the business is known for its innovation, operational excellence, and commitment to delivering outstanding customer experiences.
Due to continued growth, they are seeking an experienced Customer Service Team Leader to oversee and elevate their customer support function, with a key focus on managing relationships with large-scale retail partners.
The Role
Leading, mentoring, and developing a team of customer service representatives in a fast paced environment
Overseeing day to day customer service operations, ensuring service levels and KPIs are consistently achieved
Managing key retail accounts, including major supermarket chains, ensuring smooth order processing and issue resolution
Acting as the primary escalation point for complex customer and retailer enquiries
Coordinating with internal departments including supply chain, logistics, and sales to ensure seamless service delivery
Monitoring team performance, providing coaching, and implementing continuous improvement initiatives
Driving a customer-first culture while maintaining operational efficiency
Reviewing and improving processes to enhance service delivery and reduce response times
Maintaining accurate reporting on customer trends, issues, and performance metrics
Supporting onboarding and training of new team members.
The Candidate
The successful candidate will demonstrate:
Proven experience in a Customer Service Team Leader or Supervisor role
Background in FMCG, retail, or food manufacturing environments highly regarded
Experience managing key retail or wholesale accounts
Strong leadership skills with the ability to motivate and develop teams
Excellent communication and stakeholder management abilities
Ability to thrive in a high-volume, fast-paced environment
Strong problem-solving skills with a proactive and solutions-driven mindset
High level of organisation and attention to detail
Experience with CRM and order management systems
A resilient and adaptable approach with a strong focus on outcomes
Benefits
Onsite parking in a convenient Western Sydney location
Opportunity to join a high growth, market leading business
Supportive leadership team and collaborative culture
Career progression opportunities as the business continues to grow
Dynamic and fast paced working environment
This is a fantastic opportunity for an experienced customer service leader looking to take the next step in their career, working with major retail partners and driving excellence across a growing team.
For a confidential discussion, please contact:
Senior Consultant: Dalia Chamaa
📞 02 9891 7404
📧 dchamaa@elementsrecruitment.com.au
🌐 www.elementsrecruitment.com.au
At our agency, we are committed to connecting people with the right opportunities and helping businesses grow through exceptional talent. We welcome applications from all backgrounds and can provide adjustments throughout the recruitment process if required.
Team Leader - FMCG
Team Leader - FMCG
Contract Type:
Permanent - Full Time
Location:
Smithfield, New South Wales, Australia
Industry:
Customer Service & Contact Centre
Salary:
$100,000.00 - $110,000.00 Annual
Reference:
BH-29085
