Customer Service Lead
Reali
Posted 5 days ago
Team Leadership & Performance
Lead, coach, and support a small customer service team, including 2 offshore team members
Monitor daily KPIs, productivity, response times, and service standards
Conduct regular coaching and performance management conversations
Foster accountability, teamwork, and continuous improvement
Manage daily workflow priorities and operational coordination
Customer Service & Sales Support
Provide hands-on customer service support alongside the team
Manage escalated customer enquiries and issue resolution professionally
Support the sales team with customer administration, order coordination, and account support
Ensure customers receive timely and professional communication across phone and email channels
Maintain strong service standards in a fast-paced environment
Systems & Process Improvement
Confidently use ERP, and customer management systems
Identify opportunities to improve systems, workflows, and efficiencies
Assist with reporting, KPI tracking, and operational improvements
Support consistency and process compliance across the team
About Reali
Reali is a fast-growing national uniform supplier for the mining and construction sectors. With in-house branding across major cities, national distribution, and our exclusive label, Eureka Safety- we deliver high-quality workwear at scale. Our tech platform, SUMS, simplifies ordering and logistics for some of Australia’s largest teams. We’re also proud to partner with GaWun Supplies to deliver Indigenous-designed uniforms that honour culture and community. We’re looking for people who take pride in their work, move fast, and solve real problems. Because uniforms matter. And so do the people behind them.