Are you looking for a purpose-driven career that is diverse and rewarding, and one that delivers a significant positive impact on the environment and society, in a unique and cutting-edge business? Are you looking to build on your skills in supply chain and logistics beyond the traditional roles offered in the industry?

At The Activ Group, we are dedicated to making a positive difference for both people and the planet, focused on product return and disposal of unwanted items, in order to maximise the value of existing goods within the economy, following the principles of the circular economy: recycle, repurpose, reuse, and re-commerce. Through these principles, we actively divert waste from landfills, recover valuable resources and build a sustainable and thriving ecosystem that benefits everyone. Through our digital platform, we seek to connect consumers (custodians) with manufacturers, retailers, social enterprise, service providers, suppliers and a growing ecosystem of reuse and recycling stewardship initiatives, all in one place.

Working with some of the worlds best brands, we are the recognised leader of circular economy and reverse logistics solutions. Our mission is to help organisations transition to a more sustainable and circular supply chain through innovative programs and services. Our focus is to make the Circular Economy achievable, commercial and part of every organisation’s living legacy.

The Activ Group Solutions is now looking for a passionate and consistent Team Leader, Service Delivery to work with our customer portfolio.

The Role:

An opportunity has now become available for the right candidate to work with The Activ Group Solutions team at our offices located in Burwood Victoria. You will be providing customer service and operational support to The Activ Group Solutions customer portfolio working with a diverse client base and team. This role is ideal for someone who is interested in furthering a career in the Supply Chain sector with a strong focus on sustainability and environment. To be successful in this role, the right person will have exceptional attention to detail, take personal ownership and pride in their work, are flexible together with a keen sense of urgency and passion.

We are looking for a team member to provide an outstanding customer experience to our valued customer portfolio by managing product returns, program enquiries, managing complex freight pickups, dealing with our partners and suppliers to divert valuable resources from landfill and making decisions on their best possible outcome.

This is a high volume fast paced role that requires an eye for detail, an ability to manage multiple priorities, changes in schedule and strong communication and follow up with our customers to meet program requirements.

The leadership team is there to support you and provide expertise as part of a single team focus on our vision; we are informal and fast paced, and genuinely love what we do.

Your typical day looks like:-

• Check ins with the customer service team members, providing guidance, support, and addressing any immediate concerns. Conduct team meetings or huddles to communicate priorities, share updates, and set goals for the day.
• Provide ongoing coaching and mentorship to team members, assisting them with complex cases and offering guidance on customer interactions.
• Review and prioritise customer cases, focusing on critical issues, escalations, and non-conformances.
• Collaborate with team members to resolve complex customer inquiries, ensuring prompt and satisfactory resolutions.
• Monitor the progress of cases, providing guidance on troubleshooting, negotiation, and implementing corrective actions.
• Handle and resolve escalated customer issues, ensuring a high level of professionalism, empathy, and effective problem-solving.
• Investigate non-conformances and implement corrective actions to prevent reoccurrence, ensuring adherence to quality standards.
• Collaborate with cross-functional teams to address root causes of issues and implement preventive measures.
• Engage with suppliers, logistics partners, and key stakeholders to address any logistical issues, process gaps, or service disruptions.
• Conduct regular meetings or calls with suppliers to review performance, provide feedback, and discuss improvements in service delivery.
• Collaborate with the finance department to ensure accurate billing, payment processing, and financial reconciliation.
• Maintain work procedures, training manuals and important documentation for organisational memory.
• Foster a positive work culture by promoting open communication, recognition, and teamwork among the customer service team members.

We are looking for someone who has:-

• Proven experience in a leadership role within customer service, preferably in the reverse logistics, transport, or waste management industry.
• Excellent team management skills, with the ability to motivate and inspire a diverse team.
• Patient, calm and consistent approach to managing change and service disruptions.
• Strong problem-solving and decision-making abilities, thinking outside the box and testing new approaches to solving a problem or need.
• Solid understanding of key customer service KPIs and the ability to analyse and interpret data to drive performance improvements.
• Experience in driving process enhancements and implementing customer service initiatives.
• Strong organisational skills, with the ability to prioritise tasks and manage time effectively.
• A customer-centric mindset with a passion for delivering exceptional service and driving customer satisfaction.
• Knowledge of reverse logistics, circular economy principles, and waste management practices is highly desirable.

BENEFITS:-

• Eastern suburbs location
• Challenging and Fulfilling Work: While the role may have its challenges, it offers a sense of fulfillment and purpose. Overcoming obstacles and driving positive change in a dynamic industry will keep you motivated and engaged.
• Diverse and Rewarding: Experience a diverse range of projects and challenges that will further develop your skills and knowledge in reverse logistics and circular economy. The role offers continuous learning opportunities and professional growth.
• Collaboration and Teamwork: Work closely with a close-knit team of passionate individuals who share the same vision and values. Collaboration and teamwork are fostered, providing a supportive and engaging work environment.

We are not just another company. We are a close-knit team of trailblazers, working together to drive change and make a difference. In this role, you will have the opportunity to immerse yourself in every aspect of our company, bringing your ideas and expertise to create real impact. Your contributions will be recognised and valued. 

Culture and values fit is key when it comes to joining team The Activ Group Solutions. We look for people who are team players that enjoy what they do and want to look forward to having fun at work. So bring your personality to the table and join our team to make a meaningful impact on our mission to drive sustainability and contribute to a circular economy through effective reverse logistics and waste management practices.