Customer Service Team Leader

Role Summary

Lead service. Support the team. Keep things moving.

Are you an experienced customer service professional who enjoys solving problems, supporting others and being the person people turn to when things need to get done?

• Graphic Art Mart
• is looking for a
• Customer Service Team Leader

to join its established North Rocks branch. This is an opportunity to step into an important role within a highly experienced, close-knit team. You’ll coordinate the customer service function, support experienced team members and work closely with the Branch Manager as a trusted go-to person within the business.

Just as importantly, you’ll still be talking to customers, processing orders, solving problems and identifying opportunities every day.

Please note

Only successful candidates will be contacted for the next stage of the recruitment process. Thank you for your understanding.

Responsibilities

This is a hands-on Team Leader role. You'll take ownership of the customer service function while remaining actively involved with customers and the day-to-day operation.

You will

• Coordinate and support the customer service team, acting as a go-to person for day-to-day questions and more complex customer matters.
• Handle customer enquiries across phone, face-to-face and online channels, providing friendly, knowledgeable and solutions-focused service.
• Process customer orders, quotes, web orders, credits and claims accurately and efficiently.
• Follow up sales opportunities and help customers identify the right products and solutions for their needs.
• Build genuine relationships with regular customers and create a welcoming experience when they visit the branch.
• Resolve customer issues and complaints, taking ownership through to a practical outcome.
• Work closely with warehouse and supply chain teams to coordinate stock, order fulfilment and delivery requirements.
• Liaise with other GAM branches regarding stock transfers and customer requirements.
• Maintain strong product knowledge and accurate customer/order information within company systems.
• Look for ways to improve processes, reduce errors and deliver an even better customer experience.
• Work closely with the Branch Manager, providing trusted support across customer, operational and time-sensitive priorities.

What will make you successful

Above all, you will be someone who genuinely enjoys dealing with people. You will have an upbeat, engaging style, a great phone manner and the ability to build rapport naturally with customers. You will also be organised, switched-on and comfortable balancing customer conversations with the detail required to process orders, credits, claims and web enquiries accurately.

• Previous experience in a senior customer service, internal sales or team leader role.
• Strong administration skills and the ability to learn systems and product information quickly.
• Confidence dealing with customers both over the phone and face-to-face.
• A proactive, practical approach to problem solving and following through on requests.
• The ability to take ownership without needing a highly structured or hierarchical environment.
• Experience in the sign, digital and display industry would be highly regarded, but is not essential.
• Experience in another product, trade, wholesale or distribution environment may also translate well.

About the Company

Why join Graphic Art Mart?

Work for a well-established and growing market leader with a strong reputation in its industry.

Join a stable North Rocks team with exceptionally low turnover and many long-serving employees.

Be rewarded for your efforts with an annual profit share scheme

Enjoy a Monday-Friday role with no weekend work; preferred hours are 8:00am-4:30pm, with some flexibility.

On-site undercover parking.

Work in a role with genuine variety, customer interaction and direct access to the Branch Manager.

About Graphic Art Mart

Graphic Art Mart is a national supplier of sign, digital and display solutions. We have been supporting Australia’s graphics industry for almost 50 years with high end brands, reliable product information, fast deliveries, informative workshops, and exciting events.

Our parent company, MM Plastics, reward their staff through a generous profit share scheme (a share in the Company’s profits $ based on businesses success and individual contribution), as well as exciting career progression opportunities. With a strong client focused mindset, this company values a fun and vibrant team culture.

For more information, visit: https://www.mmplastics.com.au/

Join our team

If you are an experienced customer service professional who enjoys building relationships, solving problems and taking ownership, we would love to hear from you.