About the Role
We are seeking an experienced Team Leader – Customer Service to join our Operations team in Dandenong South. This role is responsible for leading the Customer Service function and ensuring the seamless coordination of service operations across the business.
This role will report to the Customer Engagement Manager, and will lead a team of Customer Service Specialists while driving service excellence, operational efficiency, and outstanding customer outcomes.
This is a hands-on leadership role ideal for someone who thrives in a fast-paced operational environment and enjoys coordinating multiple moving parts across service, parts and technical support.
Key Responsibilities
- Lead, coach and support the Customer Service team to achieve operational KPIs and business objectives.
- Oversee daily customer service operations including calls, service bookings, orders and case management.
- Coordinate planning and scheduling of service, repair and breakdown work across field service and workshop teams in Victoria.
- Manage the customer service inbox, allocate enquiries, and ensure jobs are updated and ready for invoicing.
- Drive exceptional customer experience outcomes, including managing NPS feedback and resolving service-related enquiries.
- Support ERP/CRM systems, continuous improvement initiatives, SOP development, and oversee leasing fleet inspections and maintenance scheduling.
Skills & Experience
- Minimum of 5 years’ experience in a senior customer service or operational leadership role.
- Experience within manufacturing, heavy vehicle, equipment, or trade-related industries (highly desirable).
- Strong planning and scheduling capability within a service or technical environment.
- A customer-focused mindset with the ability to resolve complex enquiries and manage challenging situations.
- Strong communication and stakeholder management skills with the ability to lead and influence a team.
- Proficiency with CRM, ERP systems and Microsoft Excel, with exposure to Lean or continuous improvement practices advantageous.
How to Apply:
Essential requirement from candidates:
- You must have valid Australian Work Rights (e.g.: Australian/NZ Permanent Resident or Australian/NZ Citizen)
- Willing to undertake a Pre-employment Medical Check, prior to commencement
Please submit your resume and a cover letter detailing your relevant experience and why you’re the perfect fit for this role.
Note to External Recruiters: We kindly request that you do not contact us regarding this position. We are managing our recruitment process internally.
About KOR
KOR Equipment Solutions (KOR) is an importer of world class large industrial vacuum, hydro excavation, combination sewer and drain cleaning, recycling, dangerous goods, and sweeper equipment. KOR is a leader in providing solutions to contractors and municipalities who service waste, environmental, mining, civil and industrial industries.
The KOR team is committed to supporting our vision of making it simple for our customers to procure and maintain our impressive world leading products. We pride ourselves on a culture built on Customer Focus, Safety, Integrity and Teamwork.
To continue to support our growth, we are looking for a passionate, experienced, and capable Team Leader -Customer Service, to make a valuable contribution to KOR’s continued success.
Visit the KOR Website for more information: www.kor.com.au
Work Location: In person
