Reporting to the Parts Sales Manager the Senior Part Sales Supervisor will join our Sales and Operations team on a Full-Time basis at our Guildford Customer Service Centre. This role involves leading a large, customer-facing team, delivering exceptional service and issue resolution, while driving customer retention and supporting sales outcomes through strong technical and operational expertise.

Department Overview: Customer Service Centre (CSC)

Our 24/7 Parts team, serve 250+ walk in customers, process 40,000+ enquiries and receive 5,000 phone calls on average per month. We support our customers with in-store purchases, electronic ordering and our online and in-app purchasing as well as global parts sourcing, expediting and logistics.

Roster – 4:3 Roster Wednesday to Saturday - 10 Hrd/Day (1 x full weekend off, rostered in monthly)

What You'll Do:

• Leadership & Team Management - Lead, mentor, and develop a high-performing team of 28 employees, fostering accountability, managing diverse personalities, and driving strong communication, engagement, and continuous improvement across the team.
• Customer-Centric Service Delivery – Act as the first point of escalation for customer enquiries and issues, delivering responsive, solution-focussed support to both new and existing customers experiencing equipment faults, operational challenges, or product queries.
• Dispute Resolution & Problem Solving - Manage complex customer issues and disputes with resilience and creativity, identifying alternative solutions such as sourcing parts, coordinating substitutes, or implementing workaround strategies to minimise customer downtime.
• Sales Support & Customer Retention - Leverage strong customer service and commercial acumen to retain existing customers, identify sales opportunities, and convert enquiries into tangible outcomes that support revenue growth and customer loyalty.
• Technical and Operational Understanding - Apply strong mechanical aptitude to troubleshoot issues, support customers and internal teams, and effectively liaise with Sales, Parts, and Warehouse teams to deliver practical and timely solutions.

Skills & Experience:

• Demonstrated experience in a customer-facing leadership role, ideally within heavy equipment, machinery, automotive or industrial sectors.
• Proven ability to lead and inspire large, diverse teams, fostering high performance through coaching, development, and strong people leadership.
• Strong problem-solving and decision-making skills, particularly in high-pressure or time sensitive environments.
• Mechanical aptitude or technical knowledge relevant to the heavy equipment or similar industries (highly desirable)
• Experience working cross-functionally with sales, operations, and supply chain teams
• High level of resilience, adaptability, and accountability

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: 5665