Customer Service Manager

About Utemaster
Utemaster designs and manufactures ute canopies, load management systems, and recreational and commercial vehicle fitouts. We started more than 30 years ago, building parts for trucks and tractors. Today we build for tradies, fleets and serious operators across New Zealand and Australia, from our base in Kerepehi.
Our purpose is to help people get stuff done and enjoy life’s adventures.

The role
Our customer service team handles around 3,000 helpdesk tickets a month. These cover orders, deliveries, faults and warranty. The team currently reports to our Sales Manager. We need someone to lead it.
You will own customer service and after-sales across NZ and AU. You will report to the Sales Manager and work closely with sales, fleet, dealers, warehouse and production. This is a management role, but a hands-on one. When the queue is busy, you are on it with the team.
A big part of the job is providing support to the sales team. Order entry, quote follow-ups, order status and customer queries sit with customer service, so our reps can spend their time with customers.

What you will do

• Lead, coach and performance manage the team through daily stand-ups and weekly one-on-ones
• Schedule cover so every customer gets a fast, accurate answer
• Own the helpdesk in HubSpot, so every ticket has an owner, a category and keeps moving
• Handle escalations, faults and warranty claims yourself
• Work with sales to agree how customer service supports them, and make it work day to day
• Build SOPs, standard work and checklists, and improve them a little every day
• Report daily and weekly KPIs, with NPS as the headline measure
• Feed issues and opportunities back to production and product development

What you will bring

• At least 2 years leading a customer service, after-sales or sales support team
• A background in manufacturing, trade or another product business
• Confidence with a CRM or helpdesk system and other business systems
• Clear, direct communication on the phone and in writing
• The ability to stay calm and prioritise when the queue is busy

Any of these would also help: knowledge of utes, vehicle accessories or fitouts, experience with NZ and AU customers, experience with an ERP system, or a track record of leading a team through process change.
Who you are
We hire people who are hungry, humble and smart. You care about your team and our customers, and you stay calm under pressure. You are honest, you own your mistakes, and you are always keen to learn.
You pair warmth with backbone. You are positive and can-do, but you will have the hard conversation when it is needed and hold people to a clear standard. You make it about the process, not the person. When tickets slip through the gaps, you fix the system, not just the ticket.
When a sales rep needs help, your first thought is how your team can support them. You want to know the numbers each week, and you get results without burning people out.

What is in it for you

• A function to build and own, with backing from leadership
• A team that already knows the product, ready for clear direction
• Weekly one-on-ones, monthly all-hands, and feedback that goes both ways whatever your role
• A workplace that celebrates its wins. We ring the bell every day.
• $90,000 to $120,000 salary, depending on experience

How to apply
Apply with your CV and a short cover letter. In the cover letter, tell us about a time your team supported another part of the business and made a real difference.