Customer Service Manager

1 week ago


Auckland City, New Zealand Bright Food Asia Pacific Full time

**Introduction**:
At Hutchinsons we are passionate about bringing New Zealanders a World of Food. Established in 1914, we have a long track record in sourcing international and local food brands for New Zealanders to enjoy with friends and family.

We provide the opportunity to support our brand partners and customers’ business growth in the dynamic, fast moving consumer goods market.

We have experience, local knowledge and an exceptional business model - from purchasing, logistics, warehousing, ordering, account management, field sales and merchandising support and marketing.

The team at Hutchinsons is highly professional, reliable and responsive, with a never give up attitude.

**Description**:
We have an excellent opportunity for a part time Customer Service Manager to join a close-knit team. The role is ideal for someone who is looking to work three or four days a week or school hours.

Reporting to the General Manager Hutchinsons, you will be a key member of the team. You are a calm and experienced customer service professional with the ability to lead and mentor improvements to performance and output.

**Responsibilities will include**:

- Lead, mentor and support the customer service team
- Review and refresh all job process notes incorporating the new system
- Work closely with internal & external stakeholders to ensure accurate and on time delivery out comes
- Proactively identifying & mitigate delivery risks by building solid relationships with regional carriers
- Timely and accurate returned goods management
- Seek process improvement opportunities to improve the customer experience and deliverables
- Reduce credits caused by customer service-controlled processes and delivery high levels of customer satisfaction
- Cover & assist customer service administrators during absences or busy periods
- Implement and manage first class customer complaints process that de-escalates and resolves issues as soon as possible.
- Manage all vendor quality management administration responsibilities including monthly product testing.

**Skills and Experiences**:
Skills and Experience
- Relevant experience in customer service with data entry
- Experience and maturity to guide existing team and improve processes and output
- Customer-focused - tenacious about understanding consumer behaviour and passionate about delighting customers at every touch point they have.
- You can influence effectively across cross-functional teams and work collaboratively to deliver results and “win together”.
- Outstanding written and verbal communication skills, including the ability to provide authoritative advice, influence and negotiate with a diversity of internal and external stakeholders at all levels
- Highly developed planning and organisational skills, with the ability to prioritise and delegate tasks to achieve objectives and KPIs
- Demonstrated record in delivering continuous improvement initiatives in a complex operating environment.
- Ability to adapt positively to changing conditions or unexpected obstacles.
- Ability to operate at a strategic level and be hands on

The Benefits
- A superb company culture
- Supportive management
- Competitive remuneration
- Ongoing training and professional development
- Employee Assistance Program (EAP)


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