Resolutions Specialist

Iplex NZ; Whanganui; On-site; NZD 52,000 - 76,000; Full time

Job summary

Iplex Pipelines NZ in Palmerston North is seeking a resilient, customer-focused Customer Experience Resolutions Specialist to join our team. You’ll handle a wide range of customer enquiries from start to finish and help deliver a positive customer experience in a busy environment.

Key duties include responding to pricing, product availability and order status, resolving complaints, coordinating credits and liaising with Logistics, Sales and Finance to achieve timely resolutions.

Qualifications

• Experience in customer service roles with a focus on issue resolution.
• Strong verbal and written communication skills for phone and email.
• Ability to manage competing priorities in a fast-paced environment.
• Reliable, proactive and accountable with a can-do attitude.

Responsibilities

• Respond to customer enquiries about pricing, product availability, delivery timeframes and order status.
• Investigate and resolve customer complaints and delivery issues, including after-sales enquiries.
• Process and coordinate customer credits, debits and billing adjustments.
• Liaise with internal teams (Logistics, Sales, Finance) to resolve issues promptly.
• Manage delivery-related enquiries, proof of delivery, transport claims and returns.
• Maintain accurate records of enquiries, actions and outcomes in systems.

Skills

Customer service experience

Communication skills

Multitasking

Accountability

SAP experience

Tools

SAP

Job description

Description

Iplex Pipelines NZ is a leading manufacturer and supplier of plastic pipeline systems across New Zealand. Our products support a wide range of industries, including water supply, plumbing, sewerage, stormwater, irrigation, telecommunications and infrastructure. We are looking for a resilient, customer-focused Customer Experience Resolutions Specialist to join our team in Palmerston North. This is an opportunity for someone who thrives in a busy environment, enjoys solving problems and can confidently manage a wide range of customer enquiries from start to finish.

About The Role

This is a hands-on, customer service-focused role where no two days are the same. You will be responsible for managing customer enquiries, investigating issues and finding practical solutions that deliver a positive customer experience. Key responsibilities include:

• Responding to customer enquiries relating to pricing, product availability, delivery timeframes and order status.


• Investigating and resolving customer complaints, delivery issues and after-sales enquiries.


• Processing and coordinating customer credits, debits and billing adjustments.


• Liaising with internal teams, particularly Logistics, Sales and Finance, to investigate issues and achieve timely resolutions.


• Managing delivery-related enquiries, including proof of delivery, transport claims, returns and other order-related issues.


• Maintaining accurate records of enquiries, actions and outcomes within our systems.

About You

We're open to candidates from a variety of industries and customer service backgrounds. What's most important is your attitude, resilience and ability to take ownership of customer issues. You'll be someone who enjoys a challenge and understand that excellent customer service is about more than being friendly — it's about finding solutions, managing expectations and following through on commitments. To be successful in this role, you'll bring:

• Previous experience in customer service, customer support, contact centre or a similar customer-facing role.


• Strong verbal and written communication skills, with confidence communicating by phone and email.


• The ability to manage competing priorities and multitask effectively in a fast-paced environment.


• Resilience and confidence when dealing with challenging customers or high-pressure situations.


• Reliability, self-motivation and a strong sense of accountability.


• Experience using SAP or another ERP/customer management system would be advantageous, but it isn't essential.

What We Offer

• A full-time, Monday to Friday office based role with consistent hours of 8:30am to 5:00pm.


• The opportunity to join an established New Zealand manufacturing and supply business.


• A collaborative team environment where you can make a real difference to the customer experience.


• A varied role that offers opportunities to develop your problem-solving, communication and operational skills.