Customers Service Team Leader

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 70,000 - 100,000; Full time

Job summary

Aotearoa New Zealand Association of Social Workers is seeking an experienced Customer Service Team Leader to manage a small team within a busy FMCG environment. You will coordinate orders, respond to enquiries, and work closely with Sales, Finance, Production and Logistics to deliver accurate, timely service.

This hands-on leadership role emphasizes coaching, process improvement and data integrity, with responsibility for pricing accuracy, customer pricing master data and resolving issues

Qualifications

• 3-5 years' experience in a similar customer service, team leadership or coordination role.
• Previous experience leading, coaching or supporting a team.
• Strong customer service and relationship management skills.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and the confidence to make sound judgement calls.
• Excellent attention to detail and the ability to manage multiple priorities.
• Strong systems and process capability.
• Intermediate to advanced Microsoft Excel skills and proficiency across the Microsoft Office suite.
• Experience using ERP, CRM or customer management systems; experience with SAGE would be advantageous.
• A collaborative and hands-on approach, with the ability to work effectively across Sales, Finance, Production and Logistics

Responsibilities

• Lead, support and develop the Customer Service team to ensure a high level of service and performance
• Oversee accurate and timely processing of customer orders and credits
• Manage customer enquiries and resolve issues in a professional and timely manner
• Work closely with Sales, Finance, Production, Logistics and other internal teams to resolve customer and supply issues
• Investigate and manage customer complaints, ensuring appropriate follow-up and resolution.
• Identify complaint trends and escape significant or recurring issues
• Coordinate price changes, promotional pricing, and maintain accurate customer pricing and master data
• Conduct regular team meetings and one-on-one sessions, providing coaching, feedback and support
• Ensure effective cross-training and team coverage across different customer service functions
• Act as a key system user, supporting process improvements, developing SOPs and training team members
• Promote a strong health and safety culture and ensure team members are appropriately trained

Skills

Team leadership

Customer service

Communication

Problem solving

Attention to detail

Excel

Tools

Excel

CRM system

SAGE

ERP system

Job description

Are you an experienced Customer Service professional who enjoys leading a team, solving problems and making sure customers receive an exceptional experience?

We are recruiting for a Customer Service Team Leader on behalf of our client to join a well-established FMCG product company. This is a hands-on leadership role where you will oversee a small customer service team while working closely with Sales, Finance, Production and Logistics to ensure customers receive accurate, efficient and professional service.

As the Customer Service Team Leader, you will be responsible for the day-to-day coordination of the Customer Service function. You'll lead by example, support and develop your team, and ensure customer orders, enquiries, complaints and pricing are managed accurately and efficiently.

This is a great opportunity for someone who enjoys being involved in the detail while also taking ownership of team performance, processes and continuous improvement.

Key Responsibilities

• Lead, support and develop the Customer Service team to ensure a high level of service and performance
• Oversee accurate and timely processing of customer orders and credits
• Manage customer enquiries and resolve issues in a professional and timely manner
• Work closely with Sales, Finance, Production, Logistics and other internal teams to resolve customer and supply issues
• Investigate and manage customer complaints, ensuring appropriate follow-up and resolution.
• Identify complaint trends and escape significant or recurring issues
• Coordinate price changes, promotional pricing, and maintain accurate customer pricing and master data
• Conduct regular team meetings and one-on-one sessions, providing coaching, feedback and support
• Ensure effective cross-training and team coverage across different customer service functions
• Act as a key system user, supporting process improvements, developing SOPs and training team members
• Promote a strong health and safety culture and ensure team members are appropriately trained

About You

We're looking for someone highly organised, customer-focused and confident in leading a team in a busy environment. You'll be comfortable juggling multiple priorities, making decisions and working collaboratively across different areas of the business.

• 3-5 years' experience in a similar customer service, team leadership or coordination role
• Previous experience leading, coaching or supporting a team
• Strong customer service and relationship management skills
• Excellent communication skills, both written and verbal
• Strong problem-solving skills and the confidence to make sound judgement calls
• Excellent attention to detail and the ability to manage multiple priorities
• Strong systems and process capability
• Intermediate to advanced Microsoft Excel skills and proficiency across the Microsoft Office suite
• Experience using ERP, CRM or customer management systems; experience with SAGE would be advantageous
• A collaborative and hands-on approach, with the ability to work effectively across Sales, Finance, Production and Logistics

What's in it for You?

You’ll be joining a successful and growing FMCG product company with a strong focus on quality, customer service and continuous improvement. This is an opportunity to take ownership of an important function, lead a capable team and work closely with a range of stakeholders across the wider business.

If you're a customer service leader who enjoys working in a fast-paced environment and wants a role where you can make a genuine impact, we'd love to hear from you.

Immediate start opportunity alert!!!

Contact Jen for a confidential chat via 02 498 or email @adecco.co.nz