Customer Service Manager

3 days ago

Auckland, Auckland, New Zealand Hunter Campbell Full time

Description
About the Company:
This is a proudly New Zealand-owned manufacturer of natural skincare and personal care products, combining the best of nature with proven scientific ingredients.

With a strong presence in national grocery and pharmacy channels, the business is known for its values-led culture, customer-centric approach and commitment to product excellence. Based in St. Johns, Auckland, the team operates in a fast-paced, high-performing environment where collaboration and continuous improvement are at the core.

About The Role
Reporting to the GM of Sales & Marketing, the Customer Service Manager will lead the customer service function and provide key administrative support across operations, finance, sales and marketing.

This is a flexible role, we are on the look out for either someone looking to work approximately 25–30 hours per week or full time work. The role offers a balanced mix of day-to-day operational coordination, team leadership, reporting and cross-functional project support. The role also plays a key part in managing communication with external sales, supply chain and logistics partners across Australia and New Zealand.

Key Responsibilities

  • Manage and lead the customer service function, ensuring timely processing of orders, returns, and enquiries.
  • Respond to queries from customers and territory managers via phone, email, and digital channels.
  • Generate regular reports on stock levels, order status and sales performance.
  • Collaborate with the Demand Analyst and Production Planner to resolve supply issues.
  • Maintain and update product data, price lists and sales team tools.
  • Support onboarding of new products, export customer enquiries and catalogue updates.
  • Liaise with third-party logistics (3PL) providers and vendors to manage issue resolution.
  • Provide ad hoc admin support to Sales, Marketing and Finance teams.
  • Promote safe work practices and ensure compliance with Health & Safety procedures.
  • Lead, support and coach a small team to deliver excellent service and continuous improvement.
  • Management of 1 direct report

Key Requirements

  • Experience in a customer service management or coordination role, ideally within manufacturing FMCG or retail sectors.
  • Strong attention to detail and ability to multitask across administrative and leadership responsibilities.
  • Proficiency with Excel, reporting and CRM/order management tools
  • Excellent communication skills and a proactive approach to solving problems.
  • Familiarity with 3PL providers and logistics processes.
  • Strong commitment to team culture, service excellence and workplace safety.

About The Candidate
The ideal candidate is a capable, organised and people-focused leader looking for a opportunity with purpose. They enjoy improving systems and supporting others, while balancing the hands-on aspects of customer service with leadership and team development.

They'll bring a calm, collaborative approach and a passion for helping a fast-growing New Zealand brand deliver an outstanding customer experience.

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