Customer Service Team Leader

About Auto Parts Group (APG):
At Auto Parts Group (APG), we aim to be Australia's leading independent supplier of genuine and aftermarket automotive parts, delivering a Real Advantage to our customers.

APG is part of GPC Asia Pacific, a leading supplier of automotive and industrial parts across Australia, New Zealand and Southeast Asia. With more than 8,000 team members across Asia Pacific and over 60,000 globally, GPC represents recognised brands including Repco, NAPA, AMX and Motion Industries.

About the role…
This hands-on leadership opportunity sits within a supportive, collaborative and fast-paced customer service team, based in Dandenong, VIC.

As a Customer Service Team Leader, you will work closely with Parts Interpreters, customers and internal stakeholders to deliver accurate, efficient and customer-first service. You will be supported with the training, tools and resources to succeed, while contributing ideas, driving improvements and further developing your leadership capability.

The primary focus of a Customer Service Team Leader is to:

• Lead and support the Customer Service Parts Interpreter Team to achieve service, efficiency and quality standards.
• Ensure accurate and timely processing of customer orders across phone, email, online, fax and internet channels.
• Monitor and manage open orders, including late deliveries, undelivered goods, future orders and credit holds.
• Coach team members on customer service, parts interpretation and technical/mechanical knowledge.
• Support continuous improvement and compliance with company policies, procedures, APG Values and safety requirements.

About you, skills and experience…
You are an adaptable and proactive team leader who can think on your feet, communicate effectively and work collaboratively. You take pride in delivering great customer outcomes and supporting your team to perform at their best. You will ideally have:

• A leadership style that reflects APG Values: Customer First, Smart Service, One Team and Safe for All.
• Strong customer service and communication skills.
• Experience in parts interpretation and/or mechanical or technical product knowledge.
• Excellent attention to detail and the ability to accurately process and review customer orders.
• The ability to prioritise competing demands and resolve customer order issues efficiently.
• A continuous-improvement mindset, with the ability to identify opportunities to improve service, quality and team efficiency.

Benefits
APG Me Day: This is a paid, planned day for our team to use for whatever they want.
Paid Parental Leave: We have newly introduced paid parental leave for all permanent employees.
Training: Full training and ongoing support will be provided with all necessary business resources, tools and technology.
Events: Regular team catch ups including monthly get-togethers and local awards and Annual Awards.
Wellbeing: Employee Assistance Program (EAP) that provides access to free, confidential counselling (which includes financial and legal counselling) for you and your immediate family.
Diversity: We have a diverse group of talented people in our business from all ages, nationalities, abilities and cultures.
Security: We have been in business for 30 years and continue to get stronger year after year. About the work environment…

You'll join an inclusive workplace where teamwork, safety, service and continuous improvement are valued. This is an opportunity to make a meaningful contribution, build strong relationships and help deliver outstanding service to APG customers. If this seems like you, we'd love to hear from you!