Customer Service Officer - Penrose

CGR Services; Auckland; On-site; NZD 48,000 - 60,000; Full time

Benefits offered by this job

Exclusive discounts and offers

Supportive and collaborative culture

Employee wellbeing program

On-the-job learning and career growth

Dynamic site-based role

Job summary

CGR Services is seeking a dynamic Customer Service Officer for our Penrose site. You will be at the heart of the customer experience, solving problems and delivering excellence daily.

Work hours are Monday to Thursday 8:00am–4:30pm and Friday 7:30am–4:00pm, with a supportive team culture and opportunities to grow. You will deliver service via multiple channels, manage orders, support logistics, and collaborate with sales and dispatch to ensure timely deliveries and data accuracy across SAP/CRM

Qualifications

• 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 across sales, operations and logistics.
• A proactive attitude and passion for continuous improvement.

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

Customer service

Communication

Complex queries

SAP

CRM platforms

Logistics coordination

Team collaboration

Proactive mindset

Tools

SAP

CRM platforms

Job description

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

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

• 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

• 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.

We are committed to providing equal opportunity for everyone and welcoming people of all backgrounds, identities, experiences, abilities, and life stage.

We are committed to creating a safe, respectful, supportive, and inclusive working environment that enables everyone to feel valued, grow and truly thrive.

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.