Customer Service Team Lead

About Justrite Safety Group

At Justrite Safety Group, we're more than just a collection of industrial safety companies; we're a dynamic organization dedicated to protecting people, property, and the planet. Our ever-growing portfolio of companies collaborates to deliver advanced industrial safety solutions that set the standard for excellence.

As our business continues to grow, we continue to look for top talent to join our team as we lead the charge in revolutionizing industrial safety, ensuring that every worker returns home safe, every workplace remains secure, and our environment thrives for generations to come. With Justrite Safety Group, safety isn't just a priority—it's our passion.

The Contribution Youll bring to this Role

As the leader of our Customer Service team, youll manage a dedicated team committed to delighting our customers by delivering exceptional service and support in the safety industry. Your role will involve guiding customer service operations to ensure high standards of responsiveness and problem resolution, while fostering a proactive approach to customer satisfaction. You'll have the opportunity to drive improvements, implement innovative solutions, and collaborate with top professionals across the company. This position allows you to make a significant impact on our customer relationships and uphold Justrite's reputation as a leader in safety and protection.

In this role, you will report directly to the Director of sales , setting the stage for your career to soar! This role is your gateway to opportunities for advancement, with the potential to grow within the organization in 3-5 years as you make meaningful contributions to our organizational goals.

What Youll Do at Justrite

- Lead customer service organization, including day-to-day leadership, talent management, and staffing. Establish strong customer relationships and mentor team to foster strong customer relationships as well.

- Deliver ongoing feedback to team members on all aspects of the customer service process, including customer engagement, outreach volume and methodology, qualification processes, product positioning, up selling, negotiation and closing strategies.

- Develop Customer Service Representatives by daily supervision of responsibilities and providing advice and direction to ensure a cohesive and effective approach to department leadership and guidance. Drive performance management of the team through effective day-to-day supervision and team development.

- Provide account management. Contract regularly and deliver a sales performance goal as assigned.

- Identify, develop and drive key performance standards and metrics to drive desired culture and work toward their achievement. Develop and implement standard operating procedures that ensure consistency and best practices.

- Work closely with and establish positive and collaborative relationships with the Sales Managers and Business Development teams to promote customer satisfaction.

- Fully understand the customer pricing strategy and provide feedback to sales as needed

- Partner with Marketing Team and cross-functional internal partners to make sure a consistent flow of information, training, and reporting to ensure the customer service teams are knowledgeable and well versed in prospective new business opportunities.

- Monitor sales and increase conversion levels while maintaining overall customer service.

- Monitor call handling and trends to maximize service delivery.

- Regularly generates and analyses reports/spreadsheets and various tracking tools to prepare monthly metrics for end of month to review with the team.

- Contribute to continuous improvement initiatives by communication with key stakeholders and participating in continuous improvement initiatives and projects.

- Guide resolution of escalated calls and issues by utilizing knowledge and available resources to resolve customer issues and negotiate sensitive and stressful situations. Act as internal trouble shooter for the team, finding and analyzing root cause.

Competencies

- Customer-Centric leadership

Keeps customer needs at the center of decisions while balancing business priorities. Builds a culture of service excellence.

- Team Leadership & Development

Coaches, motivates, and develops team members; sets clear expectations and builds accountability and engagement.

- Communication

Communicates clearly and professionally with customers, employees, and cross-functional stakeholders. Handles difficult conversations effectively.

- Problem Solving & Decision Making

Identifies root causes, evaluates options, and makes timely decisions to resolve customer and operational issues.

- Escalation & Conflict Management

Takes ownership of complex or sensitive customer situations and drives issues toward effective resolution.

- Operational Excellence

Establishes efficient processes, service standards, workflows, and controls that deliver consistent customer experiences.

- Performance Management

Uses KPIs such as response time, resolution time, service level, customer satisfaction, quality, and productivity to manage performance.

- Continuous Improvement

Identifies recurring problems and opportunities to simplify processes, reduce errors, and improve customer experience.

- Cross-Functional Leadership

Partners effectively with Sales, Operations, Supply Chain, Finance, Quality, and other functions to solve customer issues.

- Change Leadership

Leads teams successfully through new systems, processes, organizational changes, and evolving customer expectations.

- Ownership & Accountability

Takes responsibility for outcomes, follows through on commitments, and creates a culture where issues are owned through resolution.

Position Requirements

Essential

- Minimum 5 years B2B customer service management experience in technical, industrial or related markets.

- Demonstrated experience in implementing and managing a metrics-based customer service organization. Ability to measure and enhance call center KPIs.

- High level of comfort with technology-driven, fast paced environment that requires ability to quickly synthesize multiple sources of data.

- Exceptional customer service skills, strong attention to detail, and ability to manage multiple priorities at once.

- Negotiation skills, distribution strategy, and building relationships with key accounts.

- Exceptional verbal, written and presentation skills to expedite the resolution of customer problems and complaints to delight our customers working collaboratively with other departments.

- Prioritizing, time management and organizational skills, commitment to accuracy.

- Experience using Salesforce or a similar CRM system and strong capability in Microsoft Office, particularly Excel and PowerPoint.

- Willingness and ability to travel nationally.

Desirable

- Experience in workplace safety, industrial products, manufacturing, mining, construction, transport, utilities or related markets.

- Experience working with national and regional industrial distributors.

Objectives

- Build and lead a high-performing Customer Service team, with clear role expectations, regular coaching, effective workforce planning, and measurable improvements in engagement and accountability.

- Establish and maintain market leading customer service standards, workflows, controls, and standard operating procedures that deliver consistent, responsive, and high-quality customer experiences .

SLA

Response time

Order acknowledgement

30–60 minutes

Standard order entry

4 business hours

Standard quote

4 business hours

Complex quote

1–2 business days

Escalation of blockers

1–2 business hours

- Implement a daily /weekly performance framework covering service level, response time, resolution time, customer satisfaction, quality, productivity, call handling, and conversion, and use results to drive corrective actions.

- Improve customer issue resolution by strengthening escalation processes, completing root-cause analysis of recurring problems, and ensuring complex or sensitive matters are owned through to closure.

- Develop strong relationships with key accounts and support assigned sales performance goals through effective account management, customer engagement, upselling, negotiation, and conversion improvement.

- Partner with Sales, Business Development, Marketing, Operations, Supply Chain, Finance, and Quality to improve information flow, customer outcomes, pricing feedback, training, and readiness for new business opportunities.

- Maintain accurate daily/weekly/monthly reporting and analysis using CRM, spreadsheets, and tracking tools, translating data into clear priorities and performance discussions with the team.

- Deliver continuous improvement initiatives that simplify processes, reduce errors, strengthen service capability, and support successful adoption of new systems, processes, and organizational changes.

Compensation

The successful candidate will receive a competitive base salary together with participation in the Justrite Sales Incentive Plan, providing a market-competitive opportunity to earn performance-based incentive payments.

Benefits

Justrite Australia offers a competitive remuneration and benefits package, flexible working arrangements where appropriate, ongoing professional development and the opportunity to build a long-term career with a global leader in workplace safety solutions.