Customer Experience Officer

Suntory Holdings Limited; Auckland; Hybrid; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid Working

Brand new offices in the CBD

Volunteer leave

Incentives to reward hard work

Inclusive parental leave policy

Gradual return to work

Job summary

Suntory Oceania is seeking a Customer Experience Officer to enhance customer satisfaction and drive a customer-first culture. You will handle inquiries, manage orders, and build lasting relationships across channels, using SAP, C4C and Outlook to support seamless service.

The role offers a hybrid work arrangement with office days and work-from-home days, empowering you to grow skills while delivering exceptional service.

Qualifications

• Face-to-face or call centre customer service experience.
• Excellent verbal and written communication.
• Proficient with SAP, C4C, Outlook and MS Office.
• Capable of managing multiple priorities in a changing environment.
• Customer-first mindset with a friendly demeanour.

Responsibilities

• Handle and manage customer inquiries via phone, email, and chat.
• Engage with a portfolio of existing customers on a regular call cycle.
• Accurately manage orders and customer details in our CRM.
• Build strong, long-term customer relationships.
• Meet achievable sales targets for existing customers (no cold calling).
• Collaborate with Credit, Sales, and Logistics teams.
• Adjust to system and business transformations.
• Support evolving customer needs with proactive service.

Skills

Customer service

CRM proficiency

Communication skills

Time management

Relationship building

Tools

SAP

C4C

Outlook

Microsoft Office

Job description

Customer Experience Officer

Requisition ID: 12869

Welcome to Suntory Oceania | Nau mai ki Suntory Oceania

Craft your future with Suntory 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 Oceania.

What is the opportunity? | He aha te kōwhiringa?

As a Customer Experience Officer, you'll play a vital role in creating positive experiences for our customers and helping bring our customer-first culture to life. You'll build valuable skills, deepen your understanding of the business, and join a team with a strong track record of developing talent, with many team members progressing into a variety of exciting roles across Suntory Oceania.

This role offers a hybrid work environment with 3 days in the office and 2 days from home but you will be required to work 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 on a regular call cycle to manage order taking, share product updates, new launches, and exclusive offers.
• Accurately manage orders and customer details through our CRM system.
• Build strong, long-term relationships with customers
• 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.
• Meet achievable sales targets for existing customers (no cold calling)
• Experience in a face to face or call centre customer service environment
• Excellent communicationskills with a customer first 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
• Confidence using CRM systems(e.g., SAP, C4C) and Microsoft Office.
• Capability to thrive in a changing environment and manage multiple priorities

We are looking for someone that has a customer centric attitude, eagerness to learn and the same passion for our products that we do!

What’s in it for you? I He aha te mea e whiwhi ai koe?

• Grow your career – we like to promote from within and have incredible learning and development opportunities around the world
• 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
• Hybrid Working
• Brand new offices in the heart of the CBD
• 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, disability, neurodiversity, or differing abilities, 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.