Customer Operations Coordinator - Fixed Term

About the role

You'll work across the full customer and order lifecycle—from enquiry through to fulfilment—supporting fleet partners, retail customers, dealers, and e-commerce channels. You'll flex across priorities based on what the business needs on any given day and take ownership of making sure nothing falls through the cracks.

Key responsibilities

• Managing inbound and outbound customer communications across phone and digital channels
• Entering, updating, and tracking customer orders accurately across internal systems
• Monitoring order progress and flagging delays, exceptions, or at-risk production orders
• Coordinating with production, pre-production, and logistics teams to resolve issues
• Keeping customers informed with status updates and alternative solutions during delays or stock shortages
• Supporting healthy queue performance across calls, tickets, and orders
• Conducting root cause analysis to identify process improvements
• Assisting walk-in customers in the showroom when required, including product guidance and sales transactions

About you

• Strong written and verbal communication skills: clear, professional, and confident on the phone
• High attention to detail and accuracy, especially when managing orders and data entry
• A problem-solving mindset with genuine ownership of outcomes
• The ability to juggle competing priorities in a fast-paced environment
• A team-first attitude and the flexibility to move where you're needed most
• Proficiency in Excel/spreadsheets, order management systems, and CRM systems
• A minimum of 1–2 years of experience in customer service, order management, or operations coordination

Why MTL Group?

• Be part of a business that designs and manufactures real products in New Zealand

• Join a tight-knit operations team where your contribution is visible and valued

• Opportunity to grow within a multi-brand, multi-channel business

• Auckland-based role in our new facility with supportive team culture