Customer Service Team Leader
Customer Service Team Leader
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Job Description
About Toll Group
At Toll we do more than just logistics - we move the businesses that move the world. Our 16000 team members can help solve any logistics transport or supply chain challenge big or small. We have been supporting our customers for more than 130 years. Today we support more than 20000 customers worldwide with 500 sites in 27 markets and a forwarding network spanning 150 countries. We are proudly part of Japan Post
Global Logistics provides sophisticated supply chain solutions from end-to-end or part solutions warehousing and distribution to dedicated transport solutions across the globe and to some of the most remote corners of the world.
Our customers produce goods from various parts of the healthcare ecosystem. From consumer healthcare products like vitamins to medical devices like contact lenses and robotic surgical instruments Toll has the expertise and certifications to move and store various types of pharmaceutical and healthcare specialised purpose-built facilities our team can also manage unit dose packaging and vaccine storage and handling in cold rooms.
Customer Service Team Leader Eastern Creek NSW
The Opportunity
Following our recent success in securing a new contract within the Healthcare division we are excited to invite applications for an experienced Customer Service Team Leader to join our team at our Eastern Creek NSW facility. This is a newly created position that will have up to 5 direct reports.
The Customer Service Team Leader is responsible for leading a team in the delivery of high-quality compassionate service across Toll Healthcares support of the customers portfolio. This role ensures patients and caregivers receive timely accurate and empathetic support during critical stages of their care journey. You will act as the primary liaison between Toll Customer Service Homecare and the customers service team.
As the Customer Service Team Leader you will:
Deliver empathetic professional support to patients caregivers and healthcare professionals across national healthcare accounts.
Oversee accurate order processing and ensure timely deliveries proactively managing
communication to minimise service disruptions and patient impact.Manage complex or escalated service issues complaints and claims with urgency and care;
ensure appropriate escalation pathways are followed when required.Build and maintain in-depth knowledge of nutrition products empowering the team to confidently assist with enquiries and product recommendations.
Utilise SAP or equivalent systems to oversee customer management order tracking and ensure compliance with documentation standards.
Ensure the team maintains accurate compliant records in alignment with Good Documentation Practice and healthcare regulations.
About you
To be successful in this role you will need:
Strong communication and interpersonal skills with the ability to engage professionally and compassionately across multiple channels.
Proficiency in ERP and CRM systems; experience with JDA SAP or Salesforce is highly regarded.
High-level computer literacy including Microsoft Office.
Proven leadership in customer service within healthcare or logistics.
Detail-oriented with oversight of accurate order processing and documentation.
Committed to continuous learning and coaching product knowledge in the team.
What moves you
At Toll you can help play a vital role in delivering what matters. From food fuel medicine and rescue services we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach our 16000 people bring a passion for progress. We collaborate in friendly caring teams supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you our customers and our world further.
Are you excited about this role but are concerned you dont meet all the requirements If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll we value a diverse inclusive and authentic workplace so if youre interested in this role but your past experience doesnt align perfectly then please talk to us you may be just the right candidate for this or other roles we have coming up.
At Toll everyone is welcome including those of all ages ethnicities genders and abilities.
To find out more about us visit
You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.Employment Type
Full-Time
