Team Lead, Customer Contact Coordinator at CHEP

Position Purpose

• The Team Lead, Customer Contact is responsible for balancing operational delivery with people management. Approximately 50% of this role is dedicated to completing daily customer service workload, ensuring enquiries are resolved efficiently and service levels are consistently met. Additional time available is focused on managing and supporting Customer Contact Coordinators, including coaching, feedback, performance guidance, and ensuring adherence to processes and procedures. As the primary day-to-day contact reporting to the Customer Service Manager, this role maintains service excellence, monitors performance and undertakes reporting, supports team capability, and oversees quality and SLA performance. With direct reports, the Team Lead, Customer Contact helps build a high-performing, engaged team that delivers a consistently exceptional customer experience

Key Accountabilities

• Drive operational efficiency — Work closely with the Customer Service Manager and wider leadership team to identify, recommend, and implement process improvements that enhance team productivity and service delivery.
• Lead team capability development — Motivate, coach, and train Customer Contact
• Coordinators to ensure they have the skills, knowledge, and confidence required to consistently meet SLAs and deliver high-quality customer outcomes.
• Manage HR administration — Oversee HR-related tasks for direct reports, including leave management, attendance, record-keeping, and adherence to company policies and procedures.
• Conduct performance and development cycles — Lead the bi-annual and year-end PDP process, ensuring timely completion, meaningful feedback, and alignment to individual and team goals.
• Identify training and development needs — Monitor performance trends, provide constructive feedback, and recommend targeted development activities to support continuous improvement.
• Support recruitment activities — Assist management in recruiting qualified and capable staff to maintain a high-performing and well-resourced team.
• Manage customer and field staff enquiries — Handle emails and cases from Australian and New Zealand customers and CHEP field staff, resolving a wide range of issues with accuracy, professionalism, and urgency.
• Process customer transactions — Accurately complete SAP tasks including corrections, reinstatements, rejections, suspended docket updates, and docket checks, escalating or redirecting items where appropriate.
• Champion customer understanding — Engage with customers’ needs and pain points to ensure solutions are customer-centric and aligned to service excellence.
• Ensure process adherence and KPI achievement — Maintain compliance with business processes, quality standards, and performance metrics, ensuring the team consistently meets SLA and KPI expectations.
• Contribute to team culture and performance — Actively support a positive, collaborative, and high-performing team environment through coaching, recognition, and role modelling.
• Drive continuous improvement — Identify opportunities to enhance service quality, reduce errors, streamline workflows, and improve customer experience.
• Provide daily operational leadership — Allocate tasks, monitor workload distribution, support escalations and ensure smooth day-to-day operations.
• Support SLA and quality governance — Monitor SLA performance, quality scores, and service trends, taking proactive action to address risks or performance gaps.
• Act as primary point of contact — Serve as the first escalation point for team queries, operational issues, and customer concerns, ensuring timely resolution and clear communication.

Qualifications

• Matric, Business-Related Degree or Diploma.
• People Management Skills / Supervisory Skills.
• Supervisory certificates advantageous.

Experience

• Experience working with Logistics, Pallet Control and/or Supply Chain (desirable) Previous experience in managing direct reports (desirable) Strong continuous improvement and efficiency enhancement experience Previous experience working in a fast paced customer service environment Previous experience in handling high volume of inbound/outbound Emails

Skills and Knowledge

• Strong verbal & written communication skills
• Strong customer service attitude & discipline
• Good problem-solving skills
• Ability to coach, mentor and train less experienced team members
• Ability and willingness to learn and implement learning
• Knowledge of Microsoft office, Customer Management Systems (CMS) – Salesforce 
• Team Player - Demonstrable ability to influence policy & strategy; worked successfully in cross functional environments; change facilitator.