The Customer Service Team Lead is responsible for leading, managing, and developing a team of Customer Service Representatives within an assigned territory. The role ensures high-quality service delivery, operational efficiency, and compliance with standard operating procedures while driving continuous improvement in customer experience, team performance, and internal processes. This position plays a key role in maintaining service excellence, strengthening internal collaboration, and supporting business performance through disciplined execution and effective people leadership.
Responsibilities
- Lead, manage, and motivate an assigned team of Customer Service Representatives to deliver consistent, high-quality customer service.
- Develop, train, coach, and mentor team members to enhance performance, capability, and engagement.
- Identify, evaluate, and implement continuous process improvements to increase productivity, accuracy, and service levels.
- Complete all relevant performance, operational, and management reporting.
- Conduct workforce planning, and resource scheduling to ensure optimal coverage and service delivery.
- Respond to complex customer queries, escalations, and service issues.
- Manage and resolve customer complaints, queries, and product returns in a professional and timely manner.
- Manage and oversee the accurate processing of sales orders.
- Manage and control the Customer Credit process in collaboration with Credit Control and Finance teams.
- Ensure effective communication flow between customer service, sales, logistics, finance, and other key stakeholders.
- Deliver reporting and performance analysis, including service metrics and KPIs.
- Ensure adherence to customer service standards, operational procedures, and quality processes.
You are a hands-on, service-driven people leader with proven experience in managing customer service teams within a structured operational environment. You combine strong leadership capability with operational discipline, enabling you to drive service excellence, process improvement, and team performance. You thrive in fast-paced environments, remain calm under pressure, and are committed to delivering consistent, high-quality customer experiences
Skills
- Strong people leadership and coaching capability.
- Excellent customer service orientation and stakeholder engagement skills.
- Solid operational, administrative, and organisational capability.
- Strong problem-solving, analytical, and decision-making skills.
- Excellent communication skills, both written and verbal.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint) and CRM / ERP systems (SAP knowledge advantageous).
- Strong planning, prioritisation, and time management skills.
- 6+ years experience in customer service, sales administration, or operational support roles.
- Minimum of 23 years experience in a team leadership or supervisory capacity.
- Proven experience managing customer service operations, order processing, and customer issue resolution.
- Experience working within chemical distribution, manufacturing, FMCG, logistics, or related operational industries is advantageous
- Matric or equivalent qualification.
- A relevant tertiary qualification in Business Administration, Operations Management, Customer Experience, or related field is advantageous.
- Leadership or supervisory training will be an advantage.
- Competitive and fair salary
- Retirement savings plan
- Professional development opportunities
Brenntag TA Team
