Customer Services Manager

13 hours ago

New Zealand Cardinal Logistics Ltd Full time

Cardinal Logistics specialises in handling grocery and food related products and consumer goods with a customised 3PL contract warehouse and a nationwide haulage and distribution network. The company prides itself on delivering the best possible service to their customers internally and externally. An exciting opportunity has recently become available for a Customer Services Managerto join our team based in our head office in Wiri which covers nationwide customer service.

Reporting to the Customer Solutions Manager, the successful applicant will be a valued member of our sales and customer services team, and will provide operational management support, troubleshooting, close monitoring of high value/priority customers, and operational solutions to the senior management team.

Kew responsibilities include:

- Providing support to clients regarding freight, storage, container import / export, logistics and IT queries and working with the Customer Solutions Manager and internal departments to resolve day-today operational issues raised by assigned clients
- Providing leadership, direction and coaching to the Customer Services Team (will have around 4-6 direct reports to manage)
- Providing support and guidance to different departments on a variety of service concerns
- Attending customer review meetings as required
- Ensuring that customer KPI reports and other reports are sent out as and when required
- Attending customer meetings (Account Management) and launching Continuous Improvement Initiatives
- Managing communications to internal and external parties as required
- Ensuring internal KPIs are developed and regularly monitored along with root cause analysis and projects to eliminate issues

We are looking for an intelligent communicator with previous experience managing a small team. He/she will be a consummate professional with excellent communication skills, strong team leading capabilities, a natural tendency towards collaboration, and demonstrated skills in creative thinking, problem solving, and conflict resolution.

Pre-requisites
- Knowledge of modern warehousing and logistics practices including an understanding of 3PL operations (transport, warehouse, inbound, containers) is necessary. Experience with Forwarding and Clearing an advantage
- 2 years + Supervisory experience
- 4 years + NZ Customer Serviceexperience
- Intermediate level Microsoft office including excel (pivot tables and vlookup)
- Impeccable verbal and written English
- Ability to work under pressure and provide professionalism at all times

This role will be based from the Office (not working from home). Flexibility needed around working hours and responding to customers within business hours. Must be able to pass a Criminal History check and D&A test.

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