Customer Experience Team Lead

1 month ago

Auckland, New Zealand Futura Trailers Ltd Full time

Supervisors/Team Leaders (Call Centre & Customer Service) Full time Here's a great opportunity to work locally and be part of a growing business taking on the world. Who are we? Futura Trailers are a market leader, manufacturing and distributing a premium trailer range via direct selling and dealership networks globally. We are a classic "homegrown" kiwi business proudly taking on the world. We are a values-based business looking for our next motivated and driven individual to lead the team. This role will be instrumental in maintaining the Futura Trailer reputation in the market and ensuring we live up to our promise of "creating the world's best trailer experience." The Opportunity A highly regarded leader within our business is leaving, giving you the opportunity to continue our aim to deliver an excellent experience to our global customers across the full customer lifecycle. Your experience and passion as a customer-centric leader will shine through. You'll thrive in an agile and dynamic environment that sells and services premium technical products. The customer experience is the most important customer touch point behind our products, and you'll be responsible for managing and working alongside our customer support and service team to ensure our customers always receive exceptional service and timely support under the direction of our global Sales Manager. With our global customer base, we would ideally like a 7am early start to cover time zones that we support. Based in our Hobsonville office, this is a Monday to Friday position supporting our B2B and B2C customers. You will receive great support and training, work with an excellent manager, and we offer a competitive salary for this position. Leading, supporting and mentoring two team members, you will also have elements of hands-on support for escalations. In addition to your leadership responsibilities, you'll be coordinating phone, email and online touch points to set and lift the standards for customer responsiveness. Key responsibilities are managing the effectiveness of our customer ticketing system and taking ownership of our recently improved warranty processes. About You Your work history in supervisory customer-centric roles and strong English communication skills, both written and verbal, will be essential to your success. You'll be technically minded and highly organised, and relish the satisfaction of providing outstanding customer service, expecting the same of your team. As a natural problem solver who remains calm under pressure, you'll thrive in fluid environments where change is constant. You'll enjoy troubleshooting to find solutions and have a continuous improvement mindset. Ideally, any experience in mechanical/automotive or marine environments would be an advantage. You'll be computer literate in Mac / Windows and have worked with CRM and ticketing systems (HubSpot & cin7 experience a bonus), and willing to learn at pace. Next Steps Bring your passion, energy and leadership flair to Futura Trailers as we grow and strive to be the "best in class." Please apply online. I'd encourage a brief covering letter outlining your interest in this opportunity along with your resume. Please note to be eligible for this position you must currently reside in NZ and have a legal right to work in this country; without this, your application will not be considered. #J-18808-Ljbffr

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