Customer Excellence Manager

5 days ago

Auckland CBD, New Zealand Cardinal Logistics Full time NZ$80,000 - NZ$120,000 per year

**Make every customer interaction count and help drive service excellence

About Us**

Cardinal is a leading partner to many of New Zealand's well-known companies in food, beverage, grocery and personal healthcare.  We offer an end-to-end logistics solution to our customers, which offers the opportunity for our team members to develop, upskill and progress within the business.  We are revolutionizing supply chains with New Zealand's first fully automated 3PL warehouse with AI driven robotics.

About the Role

We're looking for a Customer Excellence Specialist to support the General Manager in delivering exceptional service outcomes to our customers.

In this role, you'll assist with the operational and tactical relationship between Cardinal and its customers—helping to ensure efficient service delivery, effective issue resolution, and strong customer partnerships. You'll collaborate closely with internal teams to monitor performance, identify opportunities for improvement, and contribute to a culture of continuous service excellence.

This role would suit someone who enjoys problem-solving, data analysis, and building strong working relationships across different teams and customers.

Key Responsibilities

  • Act as the primary escalation point for customer and internal service queries.
  • Support the General Manager in managing day-to-day customer relationships and service delivery.
  • Drive continuous improvement initiatives that enhance operational efficiency and service quality.
  • Monitor and analyse performance data, identifying trends and improvement opportunities.
  • Assist with monthly client review meetings and ensure all actions are completed across departments.
  • Manage service level and billing escalations promptly and effectively.
  • Ensure all Customer Service SOPs are current, communicated, and aligned with business needs.
  • Conduct root cause analysis on service issues and implement corrective actions.
  • Support business-wide projects that enhance the customer experience.

What You'll Bring

  • 5+ years' experience in customer account management, operations, or service delivery.
  • Proven success in driving customer excellence and continuous improvement initiatives.
  • Strong analytical and problem-solving skills, with the ability to translate insights into action.
  • Skilled in CRM systems and reporting tools.
  • Exceptional communication and interpersonal abilities.
  • Experience managing and developing a team.
  • Proficiency in Microsoft Office Suite and strong organisational skills.

Why Join Cardinal Logistics?

  • Be part of a dynamic, values-driven organisation committed to excellence.
  • Work in a collaborative environment where your ideas matter.
  • Join a passionate team focused on customer success and operational improvement.
  • Opportunities for professional growth and development within a leading NZ logistics company.

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