About Us
Rheem is a global manufacturer of heating, cooling and water heating equipment. We're innovating new ways to deliver a great customer experience while saving energy, water and supporting a more sustainable future.
At Rheem, we believe that great work begins with great values. We listen to understand, contribute respectfully, think creatively and act with responsibility. These principles guide everything we do, and we're looking for people who share them.
Join Rheem and help shape the future of products that impact people's lives every day!
Why work for us
* Work with an iconic Australian brand & market leader
* Subsidised Canteen & Free on-site parking at our Rydalmere office
* Great team environment
* Flexible hybrid working arrangements
* Discounts on our products for you, your friends and family
* Retail benefits and discounts
* Salary sacrificing options
The role
The Sales Support Team Leader reports to the Customer Care Centre Manager, providing leadership and operational oversight to support the development of a high‐performing customer service sales support function.
Key Responsibilities Include
* Leading, coaching and developing a team of 10 Sales Support consultants to deliver high‐quality customer service across multiple customer segments, including Rheem Merchants and Solar Specialists, Builders and Solahart Dealers
* Managing end‐to‐end enquiry workflows such as order entry, EDI order exceptions, product returns, stock availability, and delivery timeframe enquiries
* Improving existing processes, designing new processes, and embedding best practice ways of working to meet key quality and productivity KPIs
* Ensuring effective cross‐training across the team to maintain uninterrupted service during planned and unplanned leave
* Managing recruitment, onboarding and training activities for new team members
* Daily assessment and optimisation of key workstreams to ensure customer enquiry response and resolution timeframes are consistently achieved
* Monitoring and resolving sales order exceptions to support accurate billing, invoicing, and month‐end close
* Supporting customer experience improvement initiatives, including automation of manual tasks and the use of digital technologies to increase efficiency and reduce operational costs
* Delivering a modular learning and development framework aligned with AS/NZS ISO 9001 Quality Management System requirements
* Supporting the expansion of automated order entry through EDI and OCR solutions
* Contributing to the implementation of a CRM‐based enquiry management system to transition manual email processes to automated, ticketed workflows
* Demonstrating flexibility, adaptability, and a positive approach to continuous change in a fast‐paced environment
About You
To be successful in this role you will have:
* Minimum of 3 years in a Contact Centre Leadership role
* Proven ability to lead, coach and performance‐manage teams to deliver high‐quality customer service
* Strong stakeholder engagement, negotiation and problem‐solving skills
* Demonstrated success in improving customer experience through continuous improvement initiatives
* Experience documenting processes to AS/ISO 9001 standards
* Capability to design and implement learning and development programs, including training validation
* Experience managing formal performance matters in line with HR policies
* Sound project planning, change management and process improvement skills, with the ability to use data to drive decisions
* Strong analytical mindset, with the ability to prioritise, meet deadlines, and close out issues
* Resilience, adaptability and a positive attitude to continuous change, with a high level of personal accountability
APPLY NOW.
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