Are you passionate about architectural design and premium building materials? Do you thrive in a leadership role where customer experience is at the heart of success? Covet is looking for an experienced and motivated Customer Service Lead to lead our customer service team and drive excellence in client interactions.

About Us

Covet is a leading supplier of premium architectural cladding and surfaces, catering to design-conscious builders, architects, and developers across Australia, New Zealand and the United States. Based in our modern Yarraville showroom, we provide cutting-edge Japanese made products that elevate residential and commercial projects.

About the Role

As our Customer Service Lead, you will oversee the customer service function while being an active member of the customer service team, ensuring exceptional client experiences and operational efficiency. You will set the benchmark and train a small but dynamic team, manage inbound inquiries, and work closely with internal stakeholders to support the sales process. Your leadership and customer-first approach will be instrumental in maintaining and growing strong client relationships.

Key Responsibilities:

Lead and manage the customer service team, fostering a high-performance culture.

Oversee and enhance the customer journey, ensuring all inquiries are handled professionally and promptly.

Develop and implement customer service strategies to improve client satisfaction and retention.

Manage inbound and outbound phone and email communications, ensuring accurate and timely responses.

Collaborate with the sales team to optimize lead management and sales pipeline follow-up.

Provide expert guidance on product offerings, pricing, and delivery timelines.

Work closely with suppliers (both locally and internationally) to ensure seamless coordination of orders and deliveries.

Maintain and refine CRM data to improve customer insights and reporting.

Identify areas for process improvement and implement best practices.

What We’re Looking For:

A strong leader with proven experience in customer service, sales support, or account management.

A proactive problem-solver with exceptional communication and interpersonal skills.

Strong ability to manage multiple priorities in a fast-paced environment.

A high level of attention to detail and accuracy in all communications.

Experience working with CRM platforms (Zoho experience is a plus).

Background in architecture, design, or building materials is advantageous but not essential.

Passion for design and a customer-centric mindset.

Why Join Covet?

Be part of a forward-thinking company in the architecture and design industry.

Work in a collaborative and supportive environment with growth opportunities.

Competitive salary with potential for career advancement.

Modern showroom and office space in Yarraville.

If you’re an experienced customer service professional looking for a leadership role in a design-driven business, we’d love to hear from you.

How to Apply

To be considered for this role, please submit your resume along with a cover letter addressing the following questions to [email protected]

What interests you about Covet and why should we hire you?

What experience can you bring to Covet?

When are you available to start, and are you seeking full-time employment?

Please note only candidates with permanent Australian residency will be shortlisted.