Customer Operations Team Leader

Company description:

Indevin creates exclusive wine programs for the world's biggest wine retailers. With uniquely Kiwi ways of working, our partnerships are select, collaborative, and long term.

Job description:

We're looking for a capable and customer-focused Customer Operations Team Leader to join Indevin Group on a 12-month fixed-term contract covering maternity leave. This is a key leadership role, responsible for supporting an exceptional end-to-end customer experience across our global markets, from first interaction through to final delivery. About the role Reporting to the Head of Logistics and Customer Operations, you'll lead the end-to-end Customer Operations function across domestic and international markets, ensuring orders are executed accurately, compliantly, and on time. Leading a high-performing team, you'll oversee everything from customer orders, export documentation, and compliance through to logistics coordination, invoicing, customer service, and operational reporting. Working closely with customers, wineries, freight forwarders, 3PL partners, and regulatory bodies, you'll play a critical role in delivering exceptional service and ensuring products move efficiently through the supply chain. This is a varied and hands-on role, managing a diverse order portfolio ranging from direct-to-consumer shipments through to bulk wine exports of more than 260,000 litres, while balancing customer expectations, regulatory requirements, and operational performance. What you'll be doing

• Lead, coach, and develop the Customer Operations team, fostering a culture of accountability, collaboration, and service excellence

• Oversee the end-to-end order lifecycle, ensuring orders are processed, fulfilled, shipped, and invoiced accurately and on time.

• Manage export documentation and ensure compliance with MPI and destination market requirements.

• Oversee container planning and execution, ensuring inbound and outbound container movements occur in line with customer requirements and shipping schedules.

• Build and manage strong relationships with customers, wineries, freight forwarders, 3PL providers, and logistics partners.

• Review and approve freight, warehousing, and logistics invoices, while supporting spend reporting and analysis.

• Manage customer and consumer enquiries, complaints, and escalations, driving effective resolutions and continuous improvement.

• Identify operational risks and proactively resolve issues that may impact service, compliance, or delivery performance.

• Drive process improvements, standardisation, and operational efficiencies across the customer operations function.

About you

• You are a customer-focused operations leader with strong experience in export operations, logistics, supply chain, or customer operations. You thrive in a fast-paced environment, enjoy building strong stakeholder relationships, and have a proven ability to balance operational execution with continuous improvement.

• You'll Bring

• Experience leading a customer operations, export, logistics, or supply chain team.

• Strong knowledge of export documentation, compliance requirements, and international shipping processes.

• Experience working with MPI requirements and managing export-related documentation.

• Proven ability to manage relationships with customers, wineries, freight forwarders, and 3PL providers.

• Strong commercial acumen, including invoice approvals, reporting, and cost management.

• Excellent organisational, communication, and problem-solving skills.

• A proactive, solutions-focused approach and a commitment to delivering exceptional customer outcomes.

Why join Indevin Group? At Indevin Group, we're proud to be part of a business that works from grape to glass, partnering across teams to deliver quality products and excellent service. You'll join a collaborative environment where leadership, food safety and quality, health and safety, sustainability, and living our values all matter. Interested? If you're ready to step into a meaningful fixed-term leadership role and help keep our customer operations running smoothly, we'd love to hear from you.

Profile description:

Fixed-term, 12-month maternity leave coverWe're looking for a capable and customer-focused Customer Operations Team Leader to join Indevin Group on a 12-month fixed-term contract.Reporting to the Head of Logistics and Customer Operations, you'll lead a high-performing team responsible for delivering an exceptional customer experience across domestic and international markets. You'll oversee customer orders, logistics coordination, export documentation, customer service, and continuous improvement initiatives.This is an excellent opportunity for an experienced operations leader with strong customer focus, stakeholder management skills, and a passion for building high-performing teams.

We offer:

At Indevin Group, we're proud to be part of a business that works from grape to glass, partnering across teams to deliver quality products and excellent service. You'll join a collaborative environment where leadership, food safety and quality, health and safety, sustainability, and living our values all matter.

Interested?

If you're ready to step into a meaningful fixed-term leadership role and help keep our customer operations running smoothly, we'd love to hear from you.