Customer Service Team Lead - Export & Service Excellence

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 80,000 - 110,000; Full time

Job summary

Aotearoa New Zealand Association of Social Workers is seeking a Customer Service Team Leader to guide the customer service function and coordinate export activities. You will mentor the team, drive service improvements and collaborate with Sales, Supply Chain and Finance to meet business objectives.

You will manage order processing, handle escalations, optimize KPIs, and ensure data integrity across SAP and Salesforce while maintaining strong stakeholder relationships and a proactive,

Qualifications

• A tertiary degree or equivalent work experience.
• Strong leadership and coaching abilities.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead, coach and develop the Customer Service team, managing performance, capability development and employee engagement.
• Oversee day-to-day customer service operations, ensuring accurate and timely processing of local and export orders.
• Act as the primary escalation point for customer service issues, driving effective resolution of customer enquiries, complaints and disputes.
• Coordinate export logistics, documentation and freight activities to ensure compliant and on-time delivery.
• Monitor and drive key service performance metrics, including KPIs, On-Time Shipping (OTS) and Available-to-Promise (ATP) outcomes.
• Build and maintain strong relationships with customers and cross-functional stakeholders across Sales, Supply Chain, Warehouse and Finance teams.
• Manage customer claims, returns, credits, backorders and inventory-related requirements to support service excellence.
• Ensure data integrity and effective administration across SAP, Salesforce, customer portals and related business systems.
• Prepare, analyse and report on customer service and operational performance data to support decision-making.
• Lead continuous improvement initiatives to enhance customer experience, operational efficiency and cost effectiveness.

Skills

Team leadership

Customer service

Data analysis

Stakeholder management

Education

Tertiary degree

Tools

SAP

Salesforce

Job description

Aotearoa New Zealand Association of Social Workers is seeking a Customer Service Team Leader to guide the customer service function and coordinate export activities. You will mentor the team, drive service improvements and collaborate with Sales, Supply Chain and Finance to meet business objectives.

You will manage order processing, handle escalations, optimize KPIs, and ensure data integrity across SAP and Salesforce while maintaining strong stakeholder relationships and a proactive,