Customer Care Team Leader – Callaway Golf South Pacific

Job Description

The game of golf has been growing. Quietly gaining momentum. Quietly resurging. A kind of resurgence that rarely happens. Some have noticed, some have not. But we have… That’s because Topgolf Callaway Brands is driving the course to a more modern approach to golf and the lifestyle that goes with it. Callaway changed the face of golf equipment with the development of products such as the Big Bertha Driver but now we are about more than just equipment. Topgolf Callaway Brands leads change across all aspects of the game of golf – bringing diversity, innovation, new personality, new trends, and new lifestyle attitudes to how we play, how we work, and how we golf – both physically and virtually. Find out more information here . We want to play a part in every single shot played and allow more people to enjoy more golf, in all its forms, across the globe. By joining Callaway Golf South Pacific (CGSP), you also become part of the portfolio of brands within Topgolf Callaway Brands, an unrivalled tech-enabled Modern Golf and active lifestyle company delivering leading golf equipment, apparel, and entertainment. The portfolio of global brands includes Topgolf, Callaway Golf, TravisMathew, Top Tracer, Odyssey, OGIO, and World Golf Tour (“WGT”). “Modern Golf” is the dynamic and inclusive ecosystem that includes both on-course and off-course golf. Our company is a blend of experience and diverse backgrounds, and together we look to move the game and active lifestyle industry forward, and we want top-notch people to join us in that mission! We are looking for a Customer Care Team Leader to join our growing team. This position will be reporting into our Director of Procurement, Planning and Service and will be located in our Headquarters based in Southeast Melbourne. The Customer Care Team Leader will work closely alongside and with the Customer Care Team to ensure all team members are providing high-quality customer support to internal and external stakeholders. You are accountable for order entry and accuracy. You have a strong customer focus and are committed to providing outstanding service, leading your team to do the same. ROLES AND RESPONSIBILITIES Order Management: Creation and management of all orders in SAP, i.e., hands-on despite being a leadership role. Manage Territory Manager and key account distribution within the CC team, i.e., who gets assigned to whom with a view to balanced workload. Attend Weekly Sales meeting (TEAMS meeting). Attend Demo days and Sales Conferences as required. 1st point of escalation of internal & external customer service questions/issues, i.e., warranty or service failure. Service promise: Ensures order management & customer service processes and SOPs are followed and updated: Liaise & meet with all key stakeholders to ensure all key dates and sales order criteria are met in line with CC team capabilities. Toolbox meetings. New product launches. Logo orders. Sales programs. People Management: Rostering and management of team members' schedules. Assess leave applications in line with business needs. Performance reviews. One-on-Ones (every 2 months). Training & coaching of new hires in the CC team. Reporting & compliance: Monthly slides for Senior Leadership Team – last 30 days update plus forward 30 days look ahead. Comply with all company policies and procedures including Occupational Health and Safety and Equal Employment Opportunity. Undertake general duties as a Customer Service Representative. SKILLS AND KNOWLEDGE Strong desire to lead. Willingness to learn new processes and tasks. Willingness to take on extra study/professional development courses. An individual who exudes enthusiasm for golf and golf products (ideally a player). Demonstrated attention to detail. Highly developed written and verbal communication skills. Ability to remain calm & deal with conflict using key negotiating skills. Skilled in organizing resources and establishing priorities. Ability to develop and maintain record-keeping systems and procedures. Microsoft Office Suite literacy at an intermediate level. Driver's license (required). SAP experience (preferred). EDUCATION AND EXPERIENCE 3+ years of experience in a customer service or help desk capacity required or like business experience. What we offer: Flexible working arrangements. Salary sacrifice – novated leasing. Discount golf clubs & apparel. Golf industry discounts. Wellbeing Leave. Golf simulator located in the office. Ongoing learning and development. Company bonus based on performance. If this sounds like you, please don’t hesitate and hit apply now. If you have any questions about the position, please contact Siobhan Anderson at . Applications through email will not be accepted. Due to the large volume of applications, only shortlisted candidates will be contacted. #J-18808-Ljbffr