Customer Experience Officer

Suntory Oceania; Auckland; On-site; NZD 60,000 - 80,000; Full time

Job summary

A leading beverage company located in Auckland, New Zealand, is seeking a Customer Experience Officer to deliver exceptional sales and service. This role involves managing customer inquiries and building strong relationships while working with renowned brands. Candidates should have customer service experience, excellent communication skills, and a customer-centric mindset. The company offers flexible working arrangements and development opportunities.

Benefits

Generous incentives

Flexible working hours

Volunteer leave

Free parking on site

Qualifications

• Inbound & Outbound customer service experience is essential.
• Track record of achieving sales targets.
• Excellent verbal and written communication abilities.

Responsibilities

• Manage customer inquiries via phone, email, and chat.
• Engage with customers to manage order taking and updates.
• Accurately manage orders through the CRM system.

Skills

Customer Service experience

Excellent communication skills

Relationship building skills

Ability to manage multiple priorities

Tools

SAP

C4C

Microsoft Office

Job description

Overview

Welcome to Suntory Oceania | Nau mai ki Suntory Oceania

Craft your future with S untory Oceania, a new $3b multi-beverage partnership between Suntory Global Spirits and Suntory Beverage & Food. Underpinned by quality, craftsmanship and a strong sense of purpose, our exciting new partnership will be powered by two manufacturing sites, five distribution centres and more than 1500 Suntorians across Australia and New Zealand.

Our market-leading portfolio will have over 40 brands, including Jim Beam and Maker's Mark Bourbon, Hibiki Japanese Whisky, Canadian Club Whisky, -196, V Energy, Maximus, and Suntory BOSS Coffee . As One Suntory, we will be positioned as the fourth largest beverage player in the region, ready to ignite the category , creating more beverage moments from sunrise to sunset. Together, we will bring the best of Suntory to Oceani a.

What is the opportunity? | He aha te kōwhiringa?

The Customer Experience Officer role offers an exciting, fast-paced opportunity where your primary focus will be delivering exceptional sales and service to our clients across Australia & New Zealand. This onsite position is integral to managing our communication channels and ensuring our clients receive top-notch support as we transition to becoming Suntory Oceania.

Please note this is an office-based role and the hours are 8.30am - 5pm.

Key Responsibilities

• Handle and manage customer inquiries via phone, email, and chat with professionalism and efficiency.
• Engage with a portfolio of existing customers via telephone on a regular call cycle to manage order taking, share product updates, new launches, and exclusive offers.
• Work towards achievable contact centre targets.
• Accurately manage orders and customer details through our CRM system.
• Build strong, long-term relationships with customers, based on trust and expertise.
• Utilize systems such as Outlook, SAP, and C4C to manage orders, follow up on deliveries, and address new business inquiries.
• Perform high-volume data entry, resolve stakeholder queries, and manage administrative tasks.
• Collaborate with and support internal teams, including Credit, Sales, and Logistics.
• Adjust to ongoing system and business transformations to support our evolving needs.

About you | Nō hea koe

• Customer Service or Contact Centre experience in Inbound & Outbound is essential.
• Aproven track record of achieving sales targetsin a supportive, customer-focused manner.
• Excellent communicationskills with a friendly, consultative approach to handling queries and overcoming objections.
• A customer centric mindset you will always aim to provide exceptional service
• A friendly, approachable demeanour that fosters strong relationships
• Excellent verbal and written communication abilities
• Relationship Building Skills
• Confidence using CRM systems(e.g., SAP, C4C) and Microsoft Office.
• Capability to thrive in a changing environment and manage multiple priorities
• Enthusiasm for working with renowned brands and a desire to grow your career within our organization

What’s in it for you?

• Grow your career – we like to promote from within and have incredible learning and development opportunities around the world
• Generous incentive to reward your hard work
• An inclusive parental leave policy for both primary and secondary caregivers
• Gradual return to work to help you transition back from parental leave
• Flexible working – flexible hours and hybrid working
• Free parking on site
• We are committed to giving back to our communities so we provide you with volunteer leave to do so

Our DEI Commitment

At Suntory, we recognize that diverse knowledge, perspectives, and backgrounds contribute to our collective success. We are committed to fostering a diverse, equitable, and inclusive workplace where all individuals can bring their whole selves to work every day, regardless of race, color, religion, gender identity or expression, sexual orientation, age, or any other protected characteristic.

Our recruitment and selection processes are designed to highlight what Suntory offers as an employer while allowing candidates to share their unique skills and experiences. We understand that career trajectories vary, and if you believe your experience/background can benefit our team, we encourage you to apply. We endeavor to make our interview process as inclusive as possible and offer reasonable accommodations as needed. Together, we can cultivate a workplace where everyone can thrive and propel our mission of Growing for Good.