Customer Service Supervisor

Customer Service Supervisor APAC

Location: North Sydney, NSW (Hybrid Working Arrangement)
Reporting to: Director Logistics & Customer Service APAC

Join Our APAC Customer Service Team

Graymont is seeking a motivated and customer-focused Customer Service Supervisor APAC to join our Asia-Pacific headquarters in North Sydney.

This role is responsible for supervising the day-to-day activities of our Customer Service team across the Asia-Pacific region, ensuring a high standard of customer service, order management, invoice and pricing support. The team operates across multiple locations and works collaboratively as one Graymont team, supporting customers throughout the region.

This is an excellent opportunity for an experienced customer service professional looking to step into, or further develop, their leadership capabilities while remaining actively involved in daily operations and customer interactions.

Key Responsibilities

As Customer Service Supervisor APAC, you will:

• Provide day-to-day supervision, coaching and support to Customer Service Representatives across the APAC region.

• Lead by example in delivering a positive customer experience and maintaining high service standards.

• Work closely with Logistics, Operations and Commercial teams to ensure efficient and effective order fulfilment.

• Support the management of customer enquiries, orders, invoicing and pricing activities.

• Act as an escalation point for complex customer issues and help facilitate timely resolutions.

• Assist in monitoring customer service performance metrics and identifying opportunities for improvement.

• Facilitate effective communication across the team and promote collaboration between locations.

• Contribute to process improvement initiatives that enhance customer outcomes and operational efficiency.

• Support onboarding, training and development of team members.

• Encourage team members to take ownership of customer issues and make sound operational decisions within established guidelines.

About You

To be successful in this role, you will have:

• Experience supervising, coordinating or leading a customer service team, preferably within a manufacturing, industrial, logistics or supply chain environment.

• Strong customer service and problem-solving skills with a commitment to delivering positive customer outcomes.

• Experience working with customer management systems, service metrics and business processes.

• The ability to coach and support team members managing complex customer transactions.

• Excellent verbal and written communication skills.

• Strong organisational skills and attention to detail.

• A collaborative approach and the ability to build positive working relationships across functions and locations.

• A continuous improvement mindset and a willingness to challenge existing processes constructively.

About Graymont

Graymont is a global leader in lime and limestone solutions. Lime is a versatile industrial chemical that is key to vital industrial processes and applications and is an essential element for addressing a multitude of complex environmental challenges.

To learn more: https://www.graymont.com/en/sustainability/environmental-care/climate-change

Our Workplace

Graymont derives its competitive edge in large part from more than 1,600 employees who bring their diverse skills and energy to work every day at offices and plant sites across North America and Asia-Pacific. In return, we provide competitive wages and benefits, a safe and healthy work environment where you and your team can perform without injury, and opportunities to grow and develop the skills and experience to realise your full potential.