Customer Service Representative

The HEINEKEN Company; Auckland; On-site; NZD 50,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Life insurance

KiwiSaver 5%

Bonus scheme

Product allowance

Staff discounts

Enjoyment of Life Leave

Parental leave

Wellbeing support

Job summary

DB Breweries is hiring a full-time customer service representative at our Otahuhu site in Auckland. You will handle orders, respond to inquiries, and resolve issues across phone, email, and web channels, collaborating closely with Sales, Supply Chain, Logistics and Marketing to deliver outstanding service.

You’ll bring 2+ years of experience, strong communication skills, and proficiency in MS Office; familiarity with SAP ECC is a plus.

Qualifications

• 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.
• Customer-first mindset and a passion for delivering great service.

Responsibilities

• 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.

Skills

Communication skills

Relationship-building

Customer-first mindset

Attention to detail

Time management

Education

NCEA Level 1 qualification

Tools

SAP ECC

Microsoft Office

Job description

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.

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