About the Role
  
A global ingredients and chemicals business is investing in its customer service function across ANZ. This is a newly rescoped leadership role sitting at the centre of that transformation.
  
You will lead a team of three, drive premium service standards, and own the operational initiatives that lift performance across the division. This is a hands on leadership role for someone equally comfortable at a strategic level and in the detail.
  
Key Responsibilities

• Leading, mentoring and motivating a team of three customer service representatives
• Developing and implementing customer service strategies to enhance customer experience and retention
• Setting clear performance objectives and providing ongoing coaching and feedback
• Identifying areas for improvement and implementing appropriate action plans
• Managing select key accounts directly and collaborating with a 15-person AU team
• Ensuring key customer services are processed and executed within agreed timeframes
• Providing an escalation pathway and facilitating training and development across the team
• Month end reporting and collaborating with the global leadership team on monthly updates
• Coordinating office management including events, visitor management, and site maintenance
• Working cross functionally with department heads to ensure seamless coordination and resolution of customer issues

Key Experience

• 5-10 years’ experience in customer service, operations, or a related commercial function
• Proven team leadership with a genuine focus on developing people
• Change management mindset and strong operational discipline
• Comfort working in a fast moving, structured SME or mid market environment
• Equally, exposure to global or multi market operations is advantageous
• Salesforce, SAP, or Microsoft Dynamics experience is a plus

  
If you are passionate about providing a great customer experience, apply now or reach out to Bethany Taplin on bethanyt@huntercampbell.co.nz for a confidential discussion.