Customer Service Delivery Supervisor

Reporting to the Area Manager, this role leads the Perth Branch Customer Service Team to deliver exceptional customer experience, operational efficiency, and strong service sales outcomes.

Roster: Monday – Friday 9.5 hours per day (including meal break)

Location: Perth Precinct

What You’ll Do

• Lead by example, modelling company values and safe working behaviours
• Ensure strict compliance with safety procedures and Life Saving Commitments
• Develop a Customer Service Team playbook aligned with branch and customer needs
• Build a high‑performance team culture focused on exceptional customer experience
• Coordinate daily operations to ensure adequate coverage across retail hours
• Drive improvement across key Caterpillar Operational Excellence KPIs (WOs, WIP, Service Excellence, Service Letters/PIPs, NLS follow‑up)
• Lead, coach, and support Customer Coordinators to deliver consistent service outcomes

Skills & Experience

• 5+ years’ customer service experience, including leadership of small teams
• Strong work order management knowledge and organisational capability
• Proven ability to drive continuous improvement and manage change
• Strong influencing, negotiation, and problem‑solving skills
• Knowledge of parts and service operations; dealership experience desirable
• Ability to motivate teams and manage fluctuating workloads effectively
• Advanced communication skills and intermediate Microsoft Office proficiency

Our Benefits include, but are not limited to:

• Financial Benefits - Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & more than 600 retail discounts, such as, Coles, Petbarn, Virgin, HOYTS & Crown.
• Health & Wellness - Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.
• Culture & Career - Personal and Team Recognition (Made for More awards), Internal Career Progression, Training & Flexibility through our award-winning WesTrac Institute
• Employee Referral Program - Opportunity to receive a referral bonus up to $5000 for applicable roles
• Additional Perks - Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity.

Our Company & Commitment

With over 4,500 employees, WesTrac is one of the world's largest authorised Cat® equipment dealers, offers a wide range of mining and construction equipment and management solutions.

At WesTrac, we reflect diverse communities, celebrate our people's diversity, and create a culture where employees feel safe to be their authentic selves. We encourage applications from First Nations people, LGBTQIA+ individuals, and those from culturally diverse backgrounds. WORK180 endorsed employer for our commitment to diversity, inclusion, and equality.

Reference Number:5681