Join our dynamic team as a Customer Service Officer/Team Leader at Delvic Foods Pty Ltd, based in our Derrimut, VIC office. In this full-time role, we’re looking for an energetic, capable, and ambitious Customer Service Officer/Team Leader that will play a key part in providing exceptional service to our valued customers and leading our telesales/customer service team. This role is designed as a 2-stage career pathway : 1. Stage 1 – Customer Service Officer : You will play a vital role in providing sales service and support to our customers throughout the ordering/invoicing process and ensuring that the B2B transaction runs smoothly. From handling phone calls and emails to managing customer orders/credits and call schedules, your day will be full of variety and responsibility. 2. Stage 2 – Customer Service & Call Centre Team Leader: Lead and grow our customer service team. Someone who brings discipline, structure, and positivity to drive performance and foster a strong team culture. You’ll be supporting daily team operations, developing team members, and ensuring service standards are not only met — but exceeded. Stage 1 – Your Initial Role In this hands-on, varied position you will: · Handling customer inquiries and orders via phone, email and online channels · Processing customer orders and monitoring inventory levels · Assisting with coordinating customer order deliveries while following company logistics workflow · Maintaining accurate records and documentation related to customer accounts and orders · Assisting with ad-hoc administrative tasks to support the broader team · Collaborating with colleagues across different departments to ensure seamless customer experiences Stage 2 – Where You’ll Grow For the right person, after building a deep understanding of our operations, in addition you will: · Lead from the front – making outbound and inbound sales calls to convert into customer orders. Show your team how it’s done with your own high performance on the phones. · Coach, motivate and mentor a small and growing telesales team to consistently achieve KPIs and smash sales goals and build a culture of hunger, energy, and success. · Monitor team performance using our CRM and develop strategies to improve conversion rates and streamline workflows. · Identify opportunities to optimise scripts, processes, and campaigns to deliver results. · Celebrate wins and foster a culture where excellence and resilience are rewarded. · Work closely with management to refine scripts and processes for success · Report on team results and identify growth opportunities What We’re Looking For · Prior experience in customer service and administration tasks · Excellent communication skills — written, verbal, and face-to-face. · Confident with Microsoft Office (Outlook, Excel, Word). · Fast, accurate data entry and strong attention to detail. · Organised, dependable, and calm under pressure. · A natural problem-solver who enjoys learning and taking ownership. · A natural motivator and coach with the ability to inspire others · Hands-on leadership style · Comfortable with CRMs and data-driven sales processes and sales performance tracking · Industry background in FMCG, Food Service, or other high-value telesales is a bonus. · Current driver’s licence and own transport preferred. · Permanent working rights in Australia. Why You’ll Love It Here · Permanent role with flexibility (Mon–Fri, 7:30am–3:30pm). · Competitive salary clear pathway for professional development · Hands-on training in all systems and processes. · Western suburbs location with free parking · Free Ice Cream while in the office · Collaborative team culture, and initiatives to support your work-life balance.
