Customer Service Supervisor

The Opportunity

We are seeking an enthusiastic and motivated Customer Service Supervisor to join our dynamic and collaborative operations team at our Distribution Centre (DC) at Wiri - Auckland.

As a Customer Service Supervisor you will oversee a team of customer service operators in our DC in Auckland. You will act as the main point of contact for our customers working closely with our operations and supply chain teams to meet the client targets and expectations. In addition to coaching and mentoring the team, you will develop a strong knowledge of the systems and ensure that the team are focusing on the areas that can add the most value to the business.

Day to day you will:

• Lead and coach a team of high performing, motivated customer service officers to provide high quality customer support to our clients across NZ.
• Handle complex and escalated customer service issues
• Work across functions (Warehouse/Transport Operations and Supply Chain) to ensure customer service requirements are understood, planned and resourced accurately during ongoing and peak periods
• Using the company CRM, ensure all customer queries and tickets, are actioned in a timely manner and within service level agreements agreed with the clients
• Ensure team is trained in current operating procedures and assist in the creation and implementation of operating standards
• Monitor and track the team KPI’s and provide reports to the management as required
• Actively implement continuous improvement

About You:

• Demonstrated people leadership experience within a busy customer service environment
• Ability to connect and influence a diverse team through inclusive people management principles
• Willingness to take initiative and drive results to ensure business KPIs are met and exceeded whilst upholding the highest levels of customer service
• Ability to think critically in complex situations, deal with ambiguity and think laterally to problem solve in a dynamic environment
• Proficiency in using CRM/WMS systems and tools is preferred but not required
• Willingness to travel as a part of this role as required

What We Offer

• A people first culture with real opportunity to grow your career as we expand our network
• Reward programs and an exclusive employee discount portal
• Employee Assistance Program (EAP)
• Quarterly and annual recognition awards
• Paid parental leave
• Volunteer leave
• Free onsite parking

About Martin Brower

At Martin Brower we are proud to be a leading global Supply Chain Solutions provider for large scale restaurant chains. From our global supply network and distribution centers and into our customer’s hands, Martin Brower takes supply chain management personally. Martin Brower does more than procure and move product, we create and deliver smart insights by collaborating and innovating every link in the supply chain.

We are driven by our shared CARES values. These are woven into the fabric of our culture and guide everything we do and ensure an unparalleled experience and environment for our people.

We value the unique contributions of each and every member of our diverse Martin Brower family. Keeping in mind our core values and customer orientation we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, or disability status.

This is an opportunity to be part of an outstanding work environment, in a global company who invests in their people, training and development with a focus on diversity and internal promotion.

If you want to be a part of this world-class team, apply now!

The Martin Brower job application contains personal information, including sensitive information, information that is identifying, or which could reasonably link to identifying information, collected from or about individual people to provide them with services e.g. accessibility adjustments required for a Recruitment selection process.