Customer Service Representative

IXOM Operations Pty Ltd; Whau; Hybrid; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Health & wellbeing programs

Career development and onboarding

Job summary

IXOM, operating as Pure Ingredients, is seeking an experienced Customer Service Representative in Avondale, Auckland. The role is office-based with one day per week work-from-home flexibility, supporting customers across the order lifecycle from enquiry to invoicing.

You will collaborate with Sales, Operations, Finance and Product teams to deliver a seamless customer experience, manage pricing inquiries, product information and quotations, and build strong internal relationships within the

Qualifications

• Experience in customer service or order management.
• Strong order processing and admin skills.
• Excellent communication and professional phone manner.
• ERP/CRM experience and MS Office.
• Experience in ingredients, personal care, food manufacturing, chemicals, distribution or related industries is a plus.

Responsibilities

• Provide exceptional customer service via phone, email and other channels.
• Manage end-to-end customer order process from receipt to delivery and invoicing.
• Proactively communicate order status, availability, lead times and delivery updates.
• Support customers with pricing, product information and account enquiries.
• Coordinate with Operations to achieve DIFOT and service objectives.
• Process returns, credits and customer account adjustments.
• Manage an allocated portfolio of customer accounts and support the wider commercial team.
• Contribute to process improvements and maintain customer/product data.

Skills

Customer service

Order processing

ERP/CRM systems

NetSuite

SAP

Attention to detail

Communication

Tools

NetSuite

SAP

Job description

At Pure Ingredients (an IXOM brand), we're passionate about sourcing and supplying high-quality ingredients that help our customers create products people use every day. From nutrition and food ingredients to personal care and cosmetics, we work with trusted global suppliers to deliver ingredient solutions across New Zealand.

We're looking for an experienced Customer Service Representative to join our team in Avondale. This is a busy, hands-on role that sits at the heart of the business, supporting customers, coordinating and processing orders, working closely with Sales, Operations, Finance and Product teams to deliver an outstanding customer experience.

About your role

This is a role for someone who genuinely loves customer service.

You'll be the first point of contact for customers, managing the complete order lifecycle from enquiry through to fulfilment and invoicing. You'll work closely with customers to ensure their needs are met, proactively communicate updates and resolve issues before they become problems.

You'll also support the Sales team with pricing enquiries, product information, quotations and customer requests while building strong internal relationships across Operations, Finance and Product teams.

Key Responsibilities

• Provide exceptional customer service via phone, email and other communication channels.
• Manage the end-to-end customer order process from receipt through to delivery and invoicing.
• Proactively communicate order status, availability, lead times and delivery updates.
• Support customers with pricing, product information and account enquiries.
• Coordinate closely with Operations to achieve DIFOT and customer service objectives.
• Process returns, credits and customer account adjustments.
• Manage an allocated portfolio of customer accounts and support the wider commercial team.
• Contribute to process improvements and maintain accurate customer and product data.

Who are we looking for?

• Previous experience in customer service, customer support or order management roles.
• Strong order processing and customer administration experience.
• Excellent communication skills and a professional phone manner.
• High attention to detail and accuracy.
• Strong organisational skills and the ability to manage multiple priorities.
• A proactive mindset with the confidence to solve problems and take ownership.
• Experience working with ERP & CRM systems and Microsoft Office applications.
• Experience in ingredients, personal care, food manufacturing, chemicals, distribution or related industries.
• Experience using NetSuite and SAP would be an advantage

Benefits at IXOM

• Competitive salary aligned to market and experience
• Stable, full-time role within a global organisation
• Structured onboarding and transition support
• Clear internal career pathways
• Health, wellbeing and employee assistance programs
• An inclusive, collaborative and values-driven culture

Location

Based in Avondale, Auckland, this role is predominantly office-based, with flexibility to work from home one day per week once established in the position.

Our Process

At IXOM we are committed to employing individuals who align with our values and meet the requirements of the role. As part of the recruitment process, there are a number of checks which may be conducted to demonstrate applicants' suitability for a role including police / criminal background checks, medical, drug and alcohol testing, and reference checks.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact our Talent Acquisition team.