Customer Service Officer - Penrose

CSR; Auckland; On-site; NZD 55,000 - 70,000; Full time

Benefits offered by this job

Exclusive discounts and offers

Employee assistance program

Career development opportunities

Job summary

CSR is seeking a dynamic and driven Customer Service Officer to join our Penrose site. You will be at the heart of the customer experience, solving problems and delivering excellence across multiple brands.

Key duties include handling orders, supporting customers via phone, email and system channels, and coordinating with logistics to ensure timely deliveries. We value teamwork, initiative, and a proactive approach to continuous improvement.

Qualifications

• Minimum 2 years' experience in a customer service role.
• Professional, customer-first mindset with strong communication skills.
• Comfort handling complex queries and multiple systems.
• Experience with SAP, CRM platforms, and order management processes (advantageous).
• Strong collaboration across sales, operations, and logistics.

Responsibilities

• Deliver exceptional customer service via phone, email, and system channels.
• Process customer orders accurately and efficiently (moderate–high complexity).
• Provide product, technical, and sales support across multiple brands.
• Proactively manage stock availability, lead times, and order fulfilment issues.
• Liaise with logistics to coordinate timely and cost-effective deliveries.
• Keep customers informed on order status, delays, and solutions.
• Investigate and resolve customer enquiries, complaints, and returns.
• Maintain accurate data and reporting within SAP/CRM systems.
• Collaborate with sales, operations, and dispatch teams to deliver outcomes.
• Contribute to continuous improvement initiatives and process enhancements.

Skills

Communication

Written & Verbal

Complex Query Handling

SAP

CRM platforms

Order management

Team collaboration

Continuous improvement

Customer-first mindset

Tools

SAP

CRM systems

Job description

• Dynamic, site-based role where no two days are the same
• Opportunities to grow your skills and career

Customer Service Officer – Penrose

• Supportive team culture
• Dynamic, site-based role where no two days are the same
• Opportunities to grow your skills and career

If you're ready to step into a role where no two days are the same, and where you can truly make an impact—we want to hear from you!

About The Role

We're looking for a dynamic and driven Customer Service Officer to join our Customer Service team at Potters Penrose site. You'll be at the heart of our customer experience—keeping things moving, solving problems, and delivering excellence every day.

Work hours

are Monday to Thursday – 8:00am to 4:30pm, Friday – 7:30am to 4:00pm.

Key Responsibilities

• Deliver exceptional customer service via phone, email, and system channels
• Process customer orders accurately and efficiently (moderate–high complexity)
• Provide product, technical, and sales support across multiple brands
• Proactively manage stock availability, lead times, and order fulfilment issues
• Liaise with logistics to coordinate timely and cost-effective deliveries
• Keep customers informed on order status, delays, and solutions
• Investigate and resolve customer enquiries, complaints, and returns
• Maintain accurate data and reporting within SAP/CRM systems
• Collaborate with sales, operations, and dispatch teams to deliver outcomes
• Contribute to continuous improvement initiatives and process enhancements

What You Bring

You're someone who thrives in fast-paced environments and loves being part of a team that genuinely supports each other:

• Minimum 2 years' experience in a customer service role
• A natural communicator (written and verbal) with a professional, customer-first mindset
• Confidence handling complex queries and multiple systems
• Experience with SAP, CRM platforms, and order management processes (advantageous)
• Strong collaboration skills across sales, operations, and logistics
• A proactive attitude and passion for continuous improvement
• Team player mentality with a drive to succeed together

What Is On Offer

We strive to support your professional and personal growth. Here are some of the perks you'll enjoy as part of the CSR team:

• Attractive salary and benefits, including access to exclusive discounts and offers.
• Supportive and collaborative culture that fosters innovation and inclusion. You'll be surrounded by talented colleagues who are passionate about their work and committed to helping each other succeed.
• Care and wellbeing offer with access to an employee assistance program.
• Rewarding career with on-the-job learning, development, and upskilling opportunities within and across our brands
• Enjoy a dynamic, site-based role where no two days are the same.

To find out more about us, visit (potters.co.nz)

At CSR, we're building a better future together.

We are a team of 2,600 people across Australia and New Zealand, and we are all collaborating every single day towards a shared purpose - 'Building solutions for a better future'. As a leading Australian Manufacturing business, we're at the forefront of developing innovative, sustainable, and high performing building products and systems.

At CSR, we put people first. We are committed to creating a safe, respectful, supportive, and inclusive working environment that enables everyone to feel valued, grow and truly thrive. We are committed to providing equal opportunity for everyone and welcoming people of all backgrounds, identities, experiences, abilities, and life stage.

We have a strong commitment to workplace health and safety and the wellbeing of our people. Successful candidates will be required to undertake a pre-employment medical including drug and alcohol screening and a background check.