Customer Service Manager

About US:

We supply cafés, pizza shops, restaurants, hotels, caterers, retirement villages and hospitals across Auckland with farm-fresh fruits, vegetables, eggs, milk, dairy and groceries — delivered fast so your kitchen stays stocked and your menu stays sharp.

About the Role:

We are seeking a qualified OR experienced and customer-focused Customer Service Manager to join our team. This is a permanent full- time position with guaranteed 30 hours of work and overtime available.

The Client Service Manager will be responsible for managing and developing relationships with our business customers and coordinating customer service and order-related activities. The role will ensure that customer enquiries, wholesale orders, delivery requirements, product concerns and after-sales matters are handled efficiently and communicated effectively with the relevant internal staff, suppliers and delivery personnel.

Key Responsibilities

• Develop and review customer service policies, procedures and processes to support the effective delivery of the business'wholesale fresh produce, dairy, eggs and grocery products.
• Manage and coordinate customer enquiries, wholesale orders, quotations, delivery requests, product availability enquiries and follow-ups.
• Liaise with restaurants, cafés, hotels, caterers, retirement villages, hospitals and other business customers to understand their product and delivery requirements.
• Coordinate with suppliers, farmers, warehouse personnel, drivers and other operational staff to ensure customer orders are prepared and delivered accurately and on time.
• Communicate directly with customers regarding orders, product availability, delivery schedules, substitutions, changes and any service-related matters.
• Monitor customer service and order coordination processes and identify opportunities to improve efficiency, reliability and customer satisfaction.
• Maintain regular communication with key customers and develop positive, professional and long-term business relationships.
• Assist the Director with recruitment, selection, onboarding and induction of personnel involved in customer service, order coordination and client relationship activities as required.
• Provide guidance, direction and feedback to staff involved in customer service and client coordination to maintain consistent service standards.
• Coordinate after-sales follow-up with customers to confirm satisfaction with product quality, order accuracy and delivery service.
• Handle customer feedback, complaints, product-quality concerns, shortages, damaged goods and delivery issues, and coordinate appropriate resolutions with the relevant personnel.
• Monitor recurring customer concerns, order discrepancies, delivery issues and product-related feedback and recommend improvements to reduce service issues.
• Maintain accurate records of customer enquiries, orders, complaints, feedback, delivery issues and follow-up activities.
• Support customer retention and repeat business by maintaining strong client relationships and understanding customers’ ongoing and changing requirements.
• Develop customer service strategies, including personalised service arrangements and solutions for customers with regular or bulk wholesale requirements.
• Provide the Director with regular feedback and recommendations regarding customer satisfaction, service performance, customer retention and opportunities to expand the business.
• Promote the business'commitment to freshness, reliability, personalised service and sustainable sourcing when dealing with customers and business partners.
• Support the development of long-term relationships with suppliers and customers to ensure the business continues to provide reliable and high-quality products and service.

About You

The ideal candidate will have:

• A relevant qualification at Diploma level or above is required to perform the role responsibilities.
• Must have work experience at Supervisor OR Managerial level OR a customer-facing role for one year or more in the absence of the required qualification.
• Strong communication and interpersonal skills.
• Excellent organisational and problem-solving abilities.
• The ability to coordinate effectively with customers, technicians, subcontractors and other service providers.
• A professional and customer-focused approach.
• The ability to work independently and take responsibility for customer service operations.

Apply now with your CV and a brief cover letter outlining your relevant experience.