National Customer Service Manager, Nz

3 weeks ago


Auckland City, New Zealand Covetrus, North America Full time

The Role

Covetrus is a global animal health technology and services company dedicated to advancing the world of veterinary medicine. The Provet team is part of Covetrus as the premier leading veterinary distributor in Australasia and has a long history of innovation, continuous improvement, and excellence in customer service to our vet and veterinary practice clients.

In the newly created role of National Customer Service Manager, NZ, you will play an integral role in leading the customer service teams across three locations in NZ, establishing efficient and balanced workflows to ensure the highest levels of customer satisfaction are achieved.

You will be an accomplished customer service leader with demonstrated experience in leading and developing teams across multiple locations/sites. We offer an environment of flexibility and empowerment and are proud to work in a rewarding industry where our customers value and engage with us in a positive way.

Your primary responsibilities will include:

- Implement and execute national customer service plans and initiatives with regional customer service team to deliver a first-class customer experience.
- Overall leadership of customer service teams across Auckland, Christchurch and Palmerston North including professional development, goal setting, and performance reviews as well as acting as an escalation point.
- In consultation with the Commercial Director, create and implement regional and national CS incentives to engage and motivate the team.
- Compiling quarterly customer service reports against agreed customer service KPIs to ensure department wide accountability.
- Analysis of data and metrics to make recommendations in areas of improvement or opportunities.
- Developing strategy for driving inside sales opportunities with dedicated focus on tele sales customers.
- Collaboration with our Australian Customer Service leadership team on key initiatives, achieving process consistency, and learning opportunities.

About You

To be successful you will have;
- Demonstrated three years experience in leading large customer service teams, ideally in geographically dispersed locations.
- Animal Health, Veterinary Practice experience or Animal Health knowledge and training is highly desirable.
- Demonstrated experience in building consistent and high-performing teams with specific success in mentoring and developing staff.
- Proven success in data analysis and in building KPI’s/metrics to assess team performance.
- An understanding of sales and internal/external supply chain principles, processes and systems relating to order management, transportation and warehousing.
- Strong teamwork with a high work ethic and ability to collaborate with broader internal teams.
- Flexible and adaptable to change and working with new processes.

Why Join Us?

Covetrus team members participate in a fantastic benefits program, giving them access to huge savings on animal health products (including exclusive food brands, enrichment products and litter), and free counselling services via our Employee Assistance program.
- Covetrus is an equal_
- opportunity/affirmative_
- action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law._



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