Customer Services Team Leader

Aotearoa New Zealand Association of Social Workers; Riverhead; On-site; NZD 60,000 - 90,000; Full time

Job summary

JSC is a long-established timber importing and manufacturing company looking for an experienced Customer Service Team Leader to lead our nationwide customer service function from our Riverhead head office. You will manage a small team across three regions, stay hands-on with quotations, orders, and day-to-day problem solving, and support the sales team with proactive communication.

The role emphasises leadership, strong customer service skills, and the ability to identify sales opportunities

Qualifications

• Proven leadership of a customer service/sales support team
• Strong telephone-based customer service and relationship-building skills
• Proactive, commercially focused approach
• Ability to generate sales opportunities from the office
• Excellent written and verbal communication skills
• Ability to prepare professional quotations and customer communications
• Strong organisational, prioritisation and problem-solving skills
• Ability to stay focused during busy periods
• Understanding of basic costing and margin calculations
• Good computer literacy and ability to learn new systems quickly

Responsibilities

• Lead and develop a customer service team across three locations
• Coordinate inbound and outbound customer calls
• Ensure quotations, orders and customer documents are accurate and timely
• Support external sales with proactive communication and follow-up
• Build and maintain strong customer relationships
• Identify sales opportunities from enquiries and quotations
• Coordinate with sales, production, dispatch and other departments
• Monitor workloads, priorities and service standards
• Improve systems to deliver a consistent customer experience
• Assist with customer enquiries and resolve issues when required

Skills

Leadership

Customer service

Quotations

Sales support

Communication

Organisation

Problem solving

Costing

Margin

Software literacy

Job description

JSC is a long-established timber importing and manufacturing company with a strong reputation for quality products and exceptional customer service.

We are looking for an experienced Customer Service Team Leader to lead our nationwide customer service team and support our continued growth.

About the role

Based at the Head Office in Riverhead, you will lead a small team located across three different regions of New Zealand. You will be responsible for ensuring customers and the front-line sales team receive responsive, accurate and professional support. This is a hands-on leadership position. Alongside managing and developing the team, you will remain actively involved in customer service, quotations, sales support and day-to-day problem-solving.

Key responsibilities

• Leading, supporting and developing a customer service team across three locations
• Coordinating inbound and outbound customer calls
• Ensuring quotations, orders and customer documentation are completed accurately and promptly
• Supporting the external sales team with proactive communication and follow-up
• Building and maintaining strong customer relationships
• Identifying sales opportunities and helping convert enquiries and quotations into orders
• Coordinating effectively with sales, production, dispatch and other departments
• Monitoring workloads, priorities and customer service standards
• Improving systems and processes to create a consistent customer experience
• Assisting with customer enquiries and resolving issues when required

About you

• Previous experience leading a customer service, sales support or internal sales team
• Strong telephone-based customer service and relationship-building skills
• A proactive, commercially focused approach
• The confidence and personality to generate sales opportunities from the office
• Excellent written and verbal communication skills
• The ability to prepare professional quotations and customer communications
• Strong organisational, prioritisation and problem-solving skills
• The ability to remain focused and effective during busy periods
• An understanding of basic costing and margin calculations
• Good computer literacy and the ability to learn new systems quickly

About us

JSC is a long-established timber importing and manufacturing company with a strong reputation for quality products and exceptional customer service.

• A key role within a well-established and growing New Zealand company
• The opportunity to help shape and improve our customer service function
• A supportive team environment
• A pleasant working location at our Riverhead Head Office
• A competitive salary based on your skills and experience

What can I earn as a Customer Service Team Leader