Customer Service Representative

The HEINEKEN Company; Auckland; On-site; NZD 52,000 - 65,000; Full time

Benefits offered by this job

Free health insurance

Life insurance

Income protection insurance

Competitive bonus scheme

Product allowance

Employee discounts

Job summary

The HEINEKEN Company invites you to join DB Breweries in Otahuhu, Auckland, as a Customer Service Representative. You’ll be the first point of contact for customers, handling orders, enquiries and complaints across phone, email and web channels, and collaborating with Sales, Supply Chain, Logistics and Marketing.

To succeed you’ll need strong communication and relationship skills, plus proficiency with Excel and Word; SAP ECC experience helps.

Qualifications

• Minimum 2 years’ customer service experience preferred.
• NCEA Level 1 qualification required.
• Strong communication and relationship-building skills.

Responsibilities

• Processing customer orders accurately and efficiently.
• Handling enquiries and order-related requests.
• Managing consumer and product quality complaints with empathy.
• Providing product, pricing and promotional information.
• Supporting customers using the DB Portal.
• Building strong relationships with customers and internal stakeholders.
• Contributing to continuous improvement and a positive team culture.

Skills

Customer service

Communication

Relationship building

Excel

Word

SAP ECC

ERP familiarity

Education

NCEA Level 1

Tools

Microsoft Office

SAP ECC

Job description

Location: Otahuhu, Auckland

Contract: Full-time, Permanent

About The Role

As the first point of contact for our customers and consumers, you'll play a key role in delivering an exceptional customer experience across phone, email and web channels. You'll manage customer orders, resolve enquiries and complaints, provide product information, and work closely with teams across Sales, Supply Chain, Logistics and Marketing to deliver outstanding service.

What You'll Do

• Processing customer orders accurately and efficiently.
• Supporting customers with enquiries, issues and order-related requests.
• Managing consumer and product quality complaints with empathy and professionalism.
• Providing product, pricing and promotional information.
• Supporting customers using the DB Portal.
• Building strong relationships with customers and internal stakeholders.
• Contributing to continuous improvement and a positive team culture..

What You'll Bring

• Minimum of 2 years’ relevant experience preferred, but not essential
• NCEA Level 1 qualification required
• Strong communication and relationship-building skills.
• Proficient in Microsoft Office, especially Excel and Word
• Experience with SAP ECC or similar ERP/MRP systems
• A customer-first mindset and a passion for delivering great service.

About Us

When you join DB Breweries, you become part of the global HEINEKEN whānau, where everyone is encouraged to be themselves, contribute ideas, learn, and grow. As one of the world's leading beer and cider companies, operating across more than 70 countries, we bring together great people, iconic brands, and a passion for winning in the market.

We offer:

• Free health, life, and income protection insurance
• 5% employer KiwiSaver contribution
• Competitive annual bonus scheme
• Monthly product allowance
• Employee discounts across Star Hospitality venues
• Enjoyment of Life Leave – an additional paid day each year
• Generous parental leave provisions
• Wellbeing support and counselling services
• A positive, inclusive culture with genuine opportunities for growth and development