Customer Service Team Leader

Bostik New Zealand; Māngere-Ōtāhuhu; On-site; NZD 75,000 - 95,000; Full time

Job summary

Arkema in New Zealand seeks a Customer Service Team Leader to guide and develop the Customer Service team, oversee daily local and export orders, and drive service excellence. You will coordinate with Sales, Supply Chain, Warehouse and Finance to meet business objectives and deliver outstanding customer experiences.

You will coach and motivate team members, manage performance, and lead continuous improvement initiatives across SAP, Salesforce, and related systems to ensure accurate data and

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 organizational 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?

Care: because we strive to create an environment where everyone is respected, included and supported in their wellbeing and safety.

Performance: because we give everyone the means to succeed and contribute fully to Arkema's collective ambition.

Innovation: because it is at the heart of our businesses and our ability to envision the materials and solutions that will contribute to a more sustainable world.

Collaboration: because trust, empowerment, solidarity and teamwork are at the heart of how we operate.

Growth: because we encourage everyone to learn, grow and seize new opportunities within a resolutely international group.

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.