Customer Service Manager
6 days ago
Staff discount across our pacific store network
- Flexible working arrangement
- Paid well-being leave
We are seeking an experienced **Customer Service Manager** in a permanent full-time role to join us at our support office based at Auckland Airport.
Reporting to the Head of Online, this role ensures our customer service/call centre team operates efficiently to provide an optimum level of service to our customers across Australia and New Zealand.
**Key responsibilities include**:
- Processing of orders including refunds (in store and online)
- Amending changes to all orders
- Handling or escalating complaints or issues
- Coordinate/liaise with Retail Managers and team members at store level
- Ensure procedures comply with company policy and legal requirements
- Ensure relevant customers records, documentation and databases are kept up to date
- Process returned and warranty products in a timely manner
- Packing online orders when needed
- Maintain the online inventory management process and identify potential improvements
- Sending detailed shipping instructions to relevant parties and following up on each job on a daily basis
- Monitor and keep customers updated with shipment status. (Australia and New Zealand)
- Process wholesale orders when required. Ensuring details are entered accurately into the system and special notes are recorded and actioned accordingly.
- Proficiency with in-house programs including Magento 2, Shopify, SAP, Mailchimp, Livechat
- Proficiency in Product Information Management system (AKENEO highly regarded)
- Strong communication and influencing skills
- High attention to detail, analytical & problem-solving skills
- Strong customer service focus
- Experience working with ERP systems and managing stock/supplies
- High level of self-motivation and initiative
If this sounds like the role for you, we would love to hear from you
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