Senior Customer Support Representative

OfficeMax New Zealand; Auckland; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Personal development plan

Great team culture

Job summary

OfficeMax New Zealand is seeking a Senior Customer Support Representative to act as an escalation point for complex enquiries, coordinating with internal teams to resolve delivery, stock, and supply chain issues. You will engage customers by phone and email, maintaining accurate records in Salesforce and Amazon Connect.

The role suits puzzle-solvers with strong communication and problem-solving abilities, working from the Highbrook site with a focus on delivering exceptional customer experiences.

Qualifications

• 2+ years experience in a Customer Support role preferred.
• Strong problem-solving and investigative skills.
• Excellent verbal and written communication.

Responsibilities

• Provide escalation support for complex issues and guide junior staff.
• Investigate deliveries, product availability, and supply chain issues to resolve cases.
• Record and manage customer interactions in Salesforce and Amazon Connect.

Skills

Customer service

Problem solving

Communication

Salesforce

MS Office

Tools

Salesforce

Microsoft Excel

Microsoft Word

Job description

Love solving puzzles? Investigate complex customer challenges, connect the dots, and deliver solutions that make a difference.

• Support our customers across the motu & take pride in your customer service


• Solve problems & resolve complex cases – this role will keep you on your toes


• Highbrook location, 5 minutes off a motorway access with free parking onsite

The role: Senior Customer Support Representative

Reporting to one of our Team Leads, you'll play a critical role in supporting our customers by acting as an escalation point for specialist enquiries, you'll investigate issues, coordinate with internal teams, and work through problems to find the best possible outcome for our customers.

You'll thrive in this role if you enjoy solving puzzles, connecting the dots, and working through challenges that don't always have a straightforward answer. With a calm and organised approach, you'll engage with customers and internal stakeholders via phone and email, managing a variety of complex cases relating to deliveries, product availability, supply chain issues, and customer enquiries. You'll use tools such as Salesforce and Amazon Connect to keep accurate records and ensure each case is resolved efficiently.

If you've previously worked in a logistics, supply chain, customer service, or operational environment and enjoy investigating issues and finding solutions, we'd love to hear from you.

Your Key Responsibilities Are

Enabling Excellent Customer Service

• Provide help and support to Customer Support Representative role including, being their first point of help on the internal helpdesk, provide support including specialist support for complex processes for calls, emails, live chat, orders, internal orders, integrated orders, back to school, myschool, courier support.


• Provide DC services support via DC Helpdesk including inventory management, stock checks, returns support, help with urgent and same day orders.


• Supporting Team Leaders and Customer Support Representatives, by taking customer escalations as required, outside of the box thinking for processes with a view for repeat and ongoing business and customer retention.


• Ensure all customer order processing, including add-on, up selling and order placement is in line with OfficeMax Customer Support quality guidelines


• Provide customers with alternative product options should the existing stock item no longer be available


• Liaise with third parties to move goods to meet customer requirements


• Ensure the delivery of a high-quality customer experience with superior customer support and relationship management maintained at all times


• Ensure customer information and activity is up to date and updated in SalesForce CRM


• Collaborate with OfficeMax buyers, warehouse team leads and suppliers to solve complex delivery issues or specific ordering requirements for customers


• Develop and maintain product knowledge.


• Act as a subject matter expert and/or escalation for the rest of the customer support team (level 1) for complex queries

What You Will Bring

• 2 years’+ experience as Customer Support team member preferable


• Commitment to customer satisfaction


• Empathetic and adaptable interpersonal skills


• Good oral and written communication skills


• Demonstrated problem solving ability


• Attention to detail


• Understanding processes and systems


• Sound knowledge of Microsoft Office Suite, Word, Excel


• 2 years’+ experience with Salesforce

People, Culture And Working For OfficeMax

• Develop your skills with a personalised development plan


• Great people! A business you can be proud to work for!

Our brand is deceiving. When you think about OfficeMax, you often think stationery products. And sure, that is part of what we sell – but we offer much more than that with thousands of products to help workplaces, work better. Supporting over 30,000 businesses across Aotearoa – in all sectors and industries around the motu.

OfficeMax has a focus on growth and partnership – for our people, our solutions, and our customers. Our aim is to support the development of your capabilities by providing learning opportunities that allow you to take accountability for your career direction.

By joining OfficeMax, you are choosing a business that prioritises diversity of culture and thought. You will bring your growth mind-set, a lens of curiosity and enjoy the challenge of constant evolution. No one day is the same! - haere mai, come join us!