Customer Service Team Leader

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

As a global leader in our field, we are committed to developing products that set new benchmarks in the industry. We are proud to cultivate a vibrant and inclusive workplace where innovation and teamwork flourish. Join us to be part of a progressive company that prioritises your development and empowers you to make an impact. We are offering exciting opportunities to engage in projects to collaboratively shape the future of the work we do.

Role Overview:

As our Customer Service Team Leader, you will be responsible to lead and develop the Customer Service team while actively contributing to daily customer service, including export coordination activities. You'll work closely with a supportive team and collaborate with the wider team to optimise the service we provide to our customers and ensure that the business objectives are met.

Key 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.

What We're Looking For:

A tertiary degree, APICS certification or ability to demonstrate equitable work experience.

Ability to motivate, coach and engage team members, while effectively managing conflict and making sound decisions.

Advanced working knowledge of SAP is advantageous.

Strong interpersonal and communication skills with a talent for building and nurturing stakeholder relationships.

A strategic thinker with the ability to analyse data trends and adapt strategies accordingly.

Excellent organisational and project management skills, with attention to detail.

A proactive and motivated approach, with the ability to work independently as well as part of a collaborative team.

A passion for creating positive customer experiences and achieving outstanding results.

Why Join Us?

Inclusive Environment: We value diversity and are dedicated to creating a supportive and inclusive workplace.

Growth Opportunities: We offer professional development opportunities to help you grow and advance in your career.

Impactful Work: Be part of a team driving innovation and shaping the future of our industry through our innovative products.

Supportive Culture: Work in a collaborative and empowering environment where your contributions are recognised and valued.

We strive to be an equal opportunity and inclusive employer. We are committed to providing employment opportunities that support you in reaching your full potential.