Customer Solutions Specialist - Team Leader

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.

Requirements

• 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.

Benefits

• ​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)