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