Customer Service Manager

The Role

Reporting to the Director, this role acts as a communication bridge between leadership and teams, ensuring clarity and follow-through. With two direct reports, you are the person that ensures that priorities are clear, communications are crisp, and the team stays on track — locally and offshore. You are equal parts organizer, communicator, and coach — the calm in the chaos who makes sure things don't slip through the cracks

This marketing leading SME business centers around designing, sourcing, storing, delivering and renewing Point of Sale displays, brand merchandise and gift with purchase as well as managing larger multi use brand assets like bars, chillers, event stands and trailers.  Your role hands on leadership role in the business is pivotal, you connect the dots between departments, your customer centric and you work alongside the senior leadership team developing and implementing new workflows, KPI reporting structures, and processes that support our continued growth cross functionally.

Responsibilities

• Oversee the day-to-day rhythm of the office — ensuring people, processes, and priorities are aligned.

• Collaborate with the leadership team to review, refine, and implement customer service processes and workflows to ensure smooth operations as the company grows.

• Contribute to the company's culture of professionalism, fun, and excellence — the "Camp Leader" who makes sure people are looked after, connected, and accountable.
• Track team performance, analyze customer feedback, and generate reports on service levels and areas for improvement.
• Managing ticketing systems, project management platforms, reporting systems, workflows & CRM tools.
• Lead and mentor a team of customer service staff and remote personnel, ensuring efficient task execution, high morale, and personal development.
• Collaborate with the leadership team to review, refine, and implement customer service processes and workflows to ensure smooth operations as the company grows.
• Help the sales team plan and prepare for customer marketing events, road shows, concerts along with organizing team catch-ups, training, and morale-building initiatives.

Skills & Experience

• Have a minimum 5 years Customer Service Experience (Office Management, Operations Leadersgip or Project Coordination is also considered) in manufacturing, logistics, or the print/print procurement industries, is vital.

• You will have a minimum of 2 years of leadership or supervisory experience within a customer centric or operations-based environment.

• Ability to adapt to a fast-paced environment and manage multiple tasks / people.
• You lead by example, you are hands on and some who prides themselves on follow through, follow up, and never assuming someone else will handle it.
• You are highly organized & tech savvy, comfortable using workflow systems, dashboards, and remote communication tools.
• You are driven with a go get them attitude, a team spirit and fantastic sense of humor

The Company

At the forefront of marketing and brand management, our clients specialize in the design, procurement, storage and distribution of their FMCG client's promotional product.

Locally owned and operated, family values sit close to the heart of this company's culture, they offer a flexible, driven, progressive environment and reward all staff from the shop floor to senior management with an annual profit share bonus. They company culture is fantastic, it's a fun hard-working environment that will invest in your ongoing development.

Monday to Friday - 40 hours, with flexibility where needed. Operational Hours can be negotiable.

To apply in the strictest confidence, please contact Holly Southworthon Mobile:

This Role is only available to suitably qualified Residents or Citizens of New Zealand.