Customer Services Manager

CUSTOMER SERVICES MANAGER - MAKETŪ

Love customers, food and making things happen?

Maketū Pies is looking for an experienced Customer Services Manager to join our team and be at the heart of our customer experience.

As Customer Services Manager, you’ll play a key role in making sure our customers receive the service they expect, from the moment an order is placed through to delivery. You’ll manage customer enquiries and orders, build strong relationships with retail and wholesale customers, resolve issues and work closely with our production and business development teams to keep everything moving.

About the Role

Reporting to the Operations Manager, you’ll take ownership of the day-to-day customer service operation, including:

• Managing and processing customer orders across phone, email, EDI and walk-in sales.
• Managing wholesale customer accounts, orders, deliveries and queries.
• Being the first point of contact for customer enquiries, complaints and feedback.
• Working closely with production and dispatch to ensure orders are fulfilled accurately and on time.
• Maintaining accurate customer information and records.
• Managing credits, customer data and administration.
• Managing customer communications across multiple inboxes and social media channels.
• Building strong, long-term relationships with customers and encouraging repeat business.
• Identifying recurring customer issues and working with the wider team to address root causes.
• Looking for opportunities to streamline and improve customer and dispatch processes.

About You

We’re looking for someone who combines exceptional customer service with strong organisation, commercial awareness and attention to detail.

You’ll ideally have:

• Around 3 years’ experience in customer service, sales or marketing, preferably within food manufacturing, FMCG or retail.
• A natural ability to build strong relationships with customers and internal teams.
• Confidence managing difficult conversations, complaints and customer expectations.
• Strong organisational skills and a high level of attention to detail.
• Experience using CRM, customer service, order management or similar systems.
• The ability to manage multiple priorities and keep things moving in a busy environment.
• A proactive approach – you see a problem and look for a solution rather than waiting for someone else to fix it.
• Commercial awareness and an interest in identifying opportunities to improve sales and customer retention.
• The ability to work collaboratively with production, dispatch, sales and management teams.
• Experience with food production, delivery processes, food safety or quality assurance would be an advantage.

About Us

Montana Group (MG) is a specialist food and events management business, operating multiple brands across the upper North Island with a diverse range of food, service, and event solutions. Jointly owned by Directors Dallas Fisher and Troy Reid, the Group is recognised as the largest, privately-owned caterer in New Zealand.

Maketū Pies joined the MG family in 2024, and we are proud to carry on this iconic kiwi brand, with every item still being made in the small coastal Bay of Plenty town. Each day, our dedicated team of local pie makers ensure that every product leaving the factory is of the highest quality, reflecting the manaakitanga that Maketū is famous for.

How to Apply

Please apply with a brief cover letter and an up-to-date CV, detailing at least 5 years of employment if applicable. View other roles with Montana group here: https://www.montanagroup.co.nz/workwithus.

We intend to first consider those with rights to work in NZ already, if you are on a visa, please state the conditions.

This role will require you to complete a Criminal Record Check as well as be submitted for reference checks.