The Role Covetrus is a global animal health technology and services company dedicated to advancing the world of veterinary medicine. The Provet team is part of Covetrus as the premier leading veterinary distributor in Australasia and has a long history of innovation, continuous improvement, and excellence in customer service to our vet and veterinary practice clients. As the Customer Service Team Lead, you will play an integral role in leading the day-to-day operation of the customer service teams and will coordinate daily workflows, rosters and act as an escalation point for customer, system and team queries. Reporting to the Regional Customer Service Manager, you will support in implementing key initiatives, promotions, and policies to ensure continuous improvement is achieved. This role would best suit a Practice Manager with leadership experience looking to make the transition out of clinic into an office based role. Your primary responsibilities will include: Managing the day-to-day customer service team workflows to ensure high service levels are maintained. Acting as an escalation point to answer queries and provide advice. Hands on customer service support to provide quick resolution of issues and questions during peak periods. Monitoring team performance and supporting periodic employee reviews, providing feedback to the Regional Customer Service Manager. In consultation with the Regional Customer Service Manager, support and work closely with new hires, providing training and support. In consultation with the Regional Customer Service Manager, support the ongoing training and learning initiatives for the customer service team to enhance capability, and create career and development pathways. In consultation with the Regional Customer Service Manager, create and implement local incentives to engage and motivate the team. Analysing data and presenting information regarding customer contact and interactions to identify improvement opportunities. About You To be successful you will have; Animal Health, Veterinary Practice experience or Animal Health knowledge and training is highly desirable. Demonstrated experience leading a customer service team and contributing to team and personal development goals. An understanding of sales and internal/external supply chain principles, processes and systems relating to order management, transportation and warehousing. Proficiency with computer systems and software applications including Microsoft Office, ERP, Telephony systems, CRM and similar. Strong teamwork with a high work ethic and ability to collaborate with broader internal teams. Flexible and adaptable to change and working with new processes. Why Join Us? At Covetrus, we’re proud of our family friendly culture and respectful workplace. We embrace diversity in our workforce and encourage applications from like-minded persons from all walks of life. Covetrus team members participate in a fantastic benefits program, giving them access to huge savings on animal health products (including exclusive food brands, enrichment products and litter), annual volunteer days and free counselling services via our Employee Assistance program. Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.