Customer Service Specialist

1 week ago

Mangere East, New Zealand Countdown NZ Full time

Critical Operations Support role within one of NZ’s largest retailers
- Rewarding role - Drive & Enable Supply Chain solutions
- On the job training + competitive $$ + growth opportunities galore

**Ready to make an impact?**

We’re looking for a **superstar Customer Service Specialist to join our Primary Connect team here in Aotearoa reporting to our Operations Manager.**

Primary Connect is a 4PL logistics solution provider that services our vendor community. We’re a team with great energy and enthusiasm who build on existing relationships with customers, carriers and our DC partners, so we can continue to expand and grow our business further.

Joining our Primary Connect team you’ll take accountability for delivering operational support and a customer experience that is second to none Whether it be working with our customers, carriers, our replenishment team to our DCs, you’ll be the specialist managing relationships with our stakeholders and working through problems to ensure our operation runs smoothly, efficiently and that we are consistently delivering solutions.

**About the Role | Mō te Tūranga**
- Customer issue resolution - work between vendors and transport providers to ensure that any exceptions are resolved in a timely manner ensuring that customers and carriers see that the PC business adds value and simplifies their transport experience
- Where reoccurring service issues occur, work with customers and carriers to solve the root cause, using a continuous improvement mindset, ensuring that the solutions strengthen relationships with all partners (customers, carriers, replenishment and DCs)
- Exception management including: claims, late pick ups, late deliveries, providing evidence of POD, ULD exception management, re-bookings, returns and any other exceptions that require interaction with vendors
- Manage a high volume of inquiries from internal and external stakeholders and record and address customer expressions of dissatisfaction and opportunities to improve
- End to end management and monitoring of internal shipping containers

**About You | Mōu**

To succeed in this role you will need to bring 2-3+ years of international freight / transport experience within a fast-paced and busy dispatch or operations support environment.

This is a business critical role where bottlenecks or issues could slow our whole network so you’ll be an absolute go-getter, able to work at pace and to deadlines with exceptional problem solving, conflict and resolution skills. A strong communicator, you’ll be able to encourage authentic conversations, challenge constructively and work collaboratively with various stakeholders to bring about solutions.

If you’re the sort of individual who strives to always do the right thing for customers, team, our communities, and our business then we ought to connect.

**Working with Countdown | Te Mahi ki Countdown**

Our purpose is to make Kiwis' lives a little better every day.

We’re friendly, down-to-earth, and energetic - we work hard but we have a great time doing it, and we love what we do. There is plenty of scope for new ideas, lots of room for you to add value, and importantly, you’ll be working with a business that touches the lives of three million New Zealanders a week.

**Come as you are | Haere mai rā**

We’re an equal opportunity employer and are committed to the principle of equal opportunity for all.

**If you’re smart and good at what you do, come as you are.

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