Customer Experience Specialist

Cookie Time Limited; Henderson-Massey; On-site; NZD 70,000 - 90,000; Full time

Job summary

Cookie Time Limited in Auckland is seeking a results-oriented customer service operations specialist to coordinate customer service activities and ensure targets are met. You will manage orders from placement to delivery, keep customers informed, and work with Sales, Logistics, Warehouse, Planning and Finance to deliver a smooth experience.

You will analyse service performance, monitor stock and risks, support promotions and onboarding, and drive process improvements based on feedback and

Qualifications

• Experience in customer service operations and CRM.
• ERP systems and logistics or EDI interfaces knowledge.
• Understanding of after-sales processes, sales administration and export operations.

Responsibilities

• Coordinate customer service activities and maintain agreed standards.
• Coordinate customer orders from placement through delivery.
• Resolve customer service issues, claims and complaints with internal teams.
• Collaborate with Sales, Logistics, Warehouse, Planning and Finance.
• Maintain accurate customer, product, pricing and order information.
• Monitor stock availability, service performance and operational risks.
• Support customer promotions, onboarding activities and sales initiatives.
• Review customer feedback and service trends to improve processes.

Skills

Customer service operations

CRM systems

ERP systems

Logistics coordination

Sales administration

Data interpretation

Job description

A taste of the opportunity

What you’ll get stuck into:

Coordinate customer service activities and maintain agreed customer service standards while supporting channel and customer targets

Coordinating customer orders from placement through to delivery, ensuring commitments are met and customers are kept informed.

Resolving customer service issues, claims and complaints by working closely with internal teams and following matters through to completion.

Working collaboratively with Sales, Logistics, Warehouse, Planning and Finance teams to ensure a smooth customer experience.

Maintaining accurate customer, product, pricing and order information within company systems.

Monitoring stock availability, service performance and operational risks, proactively identifying solutions and alternatives.

Supporting customer promotions, onboarding activities and sales initiatives that contribute to business growth.

Reviewing customer feedback and service trends, helping identify opportunities to improve processes and customer satisfaction.

We’re looking for someone with:

At least three years’ experience in a similar customer service operations, customer relationship management, sales support or operational coordination role.

Experience using ERP systems and logistics or EDI interfaces.

Strong understanding of customer service delivery and after-sales processes, sales administration, logistics, export operations and finance processes.

Ability to manage multiple priorities and deadlines while maintaining accuracy and urgency.

Strong organisational, planning and cross-functional coordination skills.

Highly numerate, accurate and confident interpreting operational, customer service and sales performance information.

Highly numerate, accurate and confident interpreting operational and sales information.

Excellent written and verbal communication skills.

FMCG experience is advantageous but not essential.

What we Offer:

Employment type: Full-time - Permanent

Minimum guaranteed hours: 40 hours per week.

Pay range: 70k to 90k annual salary based on 40 hours per week

Days and hours of work: Monday to Friday, no night or weekend work required.