Customer Operations Coordinator

Aotearoa New Zealand Association of Social Workers; Whau; On-site; NZD 52,000 - 76,000; Full time

Job summary

MTL Group in Auckland is seeking a Customer Operations Coordinator to join our Hub Team, the operational engine room that keeps orders moving, customers informed, and internal teams aligned. You’ll work across the full order lifecycle—from enquiry through fulfilment—supporting fleet partners, retail customers, dealers, and our e‑commerce channels.

This role emphasizes ownership, accuracy, and proactive problem solving in a fast‑paced environment.

Qualifications

• 1–2 years in customer service, order management or operations coordination.
• Proficient with Excel, order management systems and CRM tools.
• Strong communication and attention to detail.

Responsibilities

• Manage inbound and outbound customer communications across phone and digital channels.
• Enter, update, and track customer orders across internal systems.
• Maintain data accuracy using Excel, order management and CRM systems.
• Monitor order progress and flag delays or at‑risk production orders.
• Coordinate with production, pre‑production and logistics to resolve issues.
• Provide customers with status updates and alternate solutions during delays.
• Support healthy queue performance across calls, tickets and orders.
• Conduct root cause analysis to identify process improvements.
• Assist walk‑in customers in showroom with product guidance and sales transactions.

Skills

Communication skills

Attention to detail

Problem solving

Multitasking

Team player

Tools

Excel

Order management systems

CRM systems

Job description

We're looking for a Customer Operations Coordinator to join our Hub Team, the operational engine room that keeps orders moving, customers informed, and internal teams aligned.

This isn't a typical call centre role. You'll work across the full customer and order lifecycle -from enquiry through to fulfilment - supporting fleet partners, retail customers, dealers, and our e-commerce channels. You'll flex across priorities based on what the business needs on any given day, and you'll take ownership of making sure nothing falls through the cracks.

What You'll Be Doing

• Managing inbound and outbound customer communications across phone and digital channels
• Entering, updating, and tracking customer orders accurately across internal systems
• Proficiency in Excel/spreadsheets, order management systems, and CRM systems is essential for accurate data entry and order tracking.
• Monitoring order progress and flagging delays, exceptions, or at-risk production orders
• Coordinating with production, pre-production, and logistics teams to resolve issues
• Keeping customers informed with status updates and alternative solutions during delays or stock shortages
• Supporting healthy queue performance across calls, tickets, and orders
• Conducting root cause analysis to identify process improvements
• Assisting walk-in customers in the showroom when required, including product guidance and sales transactions

What Success Looks Like

• Call abandonment rates held below 5%
• 80–100 tickets responded to per day
• 15–20 outbound calls to customers, dealers, and fleet partners daily
• Orders entered accurately and within 24 hours of receipt
• Proactive escalation of orders in line with fulfilment SLAs

What You'll Bring

• Strong written and verbal communication skills: You're clear, professional, and confident on the phone
• High attention to detail and accuracy, especially when managing orders and data entry
• A problem-solving mindset with genuine ownership of outcomes
• The ability to juggle competing priorities in a fast-paced environment
• A team-first attitude and the flexibility to move where you're needed most
• A minimum of 1-2 years of experience in customer service, order management, or operations coordination

Why MTL Group?

• Be part of a business that designs and manufactures real products in New Zealand
• Join a tight-knit operations team where your contribution is visible and valued
• Opportunity to grow within a multi-brand, multi-channel business
• Auckland-based role in our new facility with supportive team culture

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