Customer Support and Claims Team Leader
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Aliaxis exists to bring solutions to the world's water challenges and accelerate the transition to clean energy. We are a global leader in high-quality piping & fitting solutions for use in building, infrastructure, industrial and agricultural applications across the globe. Over 15,000 people work for us in more than 40 countries with 80 manufacturing sites.
Aliaxis has embarked on a positive journey with its "Growth with Purpose" strategy, implementing ambitious, urgent actions for sustainability and innovation that will pay off in the short term.
Vinidex, part of the Aliaxis group, has led the way for over six decades in setting industry benchmarks for pipeline systems and solutions across building, infrastructure, agriculture, and civil sectors.
Ideal behaviours:
* We Dare to challenge the status quo, to innovate and to learn fast
* We Care for the environment, our customers and each other
* We Deliver by taking accountability for our decisions and actions
What will you do
We have a great opportunity for an experienced Customer Support and Claims Team Leader to mentor and coach our fun and collaborative claims team where you will lead the way to deliver an exceptional customer experience.
In this busy role, you will deal directly with internal and external customers, overseeing all returns, disputes, pricing discrepancies and claims nationally, coordinating collections and working on process improvement initiatives to reduce claims to ensure prompt payment and improve cashflow.
Based at our Smithfield manufacturing facility and reporting to the National Credit Manager, you will work closely with the Accounts Receivable team and across all areas of our business and cross‑functional teams including sales, logistics, operations and despatch, where your relationship building and customer‑centric approach will be the key to your success
* Assist and process outstanding claims including investigations and approvals, ensuring they're actioned in a timely manner
* Action customers' general enquiries regarding credits, e.g. copies of credit notes, copies of POD
* Understand Vinidex trading terms and communicate them to customers
* Assist with escalations and provide feedback to National Credit Manager and other stakeholders (including presentations) and reports (Daily, weekly & monthly)
* Process Improvement – reduce credits and errors, work with the business to ensure best practice
About you
* Ideally 2-3 years of Customer Service Team Leader experience within a Manufacturing, Appliance, Trade or FMCG industry (Plastics, Building Products, Hardware or FMCG – highly considered)
* Experience leading a small customer service team with experience dealing with customer resolutions, problem‑solving and the ability to navigate complex manufacturing processes to find the best solution
* Computer literate with solid Microsoft Office skills and proficient with ERP/CRM systems (SAP preferred)
* Exceptional communication skills both verbal and written, with the ability to build meaningful relationships with all stakeholders including customers, to influence and negotiate to get the best outcome
* Demonstrated team player with a collaborative style who is positive, resilient and wants to work in a team that likes to have some fun
* Excellent time management and coordination skills with a sense of urgency, results focused, with high attention to detail and analytical mindset
* You have a can‑do attitude, are flexible, adaptable and want to jump onboard to lead/mentor and continue to grow our team and improve internal processes
* You are an Australian Citizen or Permanent Resident
Why join us? We care
* Hybrid role working 3 days per week in office and 2 days from home (Initially full time in the office when training)
* Flexible working hours to allow you to do the school drop off / pick up or work on your health and wellbeing
* Annual bonus scheme and onsite parking provided
* You will enjoy working for a business that is conscious about what we do, how it operates and our impact on the environment
* Industry leading paid parental leave – 26 weeks paid parental leave for primary carer and 4 weeks paid secondary carer
* Employee Assistance Program access for you & your immediate family
* We take it further with our Employee Recognition Programs and Service Awards
* Opportunity to join our mentoring programs
* Diversity, equity, and inclusion is close to our heart as a global business, you will have the opportunity to join the DEI council
* Tailored career development opportunities at home and abroad
* A safe work environment with a strong focus on "Go for Zero"
For more information this role, please contact Carla Treuer on .
Aliaxis is proud to be an equal opportunity employer who welcomes candidates and employees from all backgrounds. We are committed to building and investing in a culture of belonging, where all our employees feel empowered, can be their true selves and are able to bring their best ideas forward and contribute to the company's "Growth with Purpose" strategy.
For us, equity and belonging starts at the application step: whether it's offering flexibility in scheduling interviews, or ensuring a supportive and inclusive environment, we strive to remove barriers and create equal opportunities for all applicants. Should you have specific needs, please do not hesitation to let us know and we will do our best to accommodate.
Just a heads up – we are currently not accepting CVs from recruitment agencies. Thanks for your understanding and cooperation
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