Job Title: Customer Service Team Lead
Number of Positions: 1
Location: Auckland
Employment Type: Full-time, permanent
Hours of Work: Minimum 30 hours per week, rostered across weekdays, weekends,
and public holidays
Pay Rate: $28.00 per hour

Key Responsibilities:

Lead & guide the customer service team to ensure smooth day-to-day operations.

Respond to all customer emails within 24 hours, using professional and approved communication templates.

Manage stock discrepancies and expiry issues, working with warehouse and inventory teams to maintain accurate stock records.

Oversee order cancellations, returns, and non-supply reports, ensuring prompt resolution and communication to customers.

Monitor and manage all open customer follow-ups until closure.

Create and maintain a SO validation checklist to confirm pricing and delivery details before invoicing.

Implement and manage an internal issue tracker, ensuring all issues are logged, tracked, and resolved.

Identify and escalate incorrect orders or pricing issues early, preventing potential customer or operational problems.

 Provide regular performance feedback to team members and identify training needs.

Prepare weekly and monthly reports on customer service metrics requested by the leadership team.

Support management in improving service processes and implementing operational efficiencies.