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, ideal for someone looking to work approximately 25–30 hours per week, with the ability to scale support around business needs. It 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 flexible part-time 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.
- Flexible part-time role (25-30 hours per week)
- Lead a small, hands-on customer service team in a fast-paced environment
- Key role in a high-performing FMCG team
