Customer Operations Lead

About Gilmour's Hawke's Bay

We are a proudly locally owned and operated wholesale food and beverage supplier working with foodservice customers across the greater Hawkes Bay region. We pride ourselves on excellent customer service, being a trusted brand that offers great value to our customers and being a fantastic place to work.

About the role

As the Customer Service Lead, you will be responsible for leading our Customer Service function. You will ensure that our customers receive prompt, efficient, and friendly service at all times. You will also be responsible for handling inbound enquiries the store receives from its customers and their representatives. In addition, you will work closely with other departments to implement and maintain customer service policies and procedures. You will also work closely with the transport team to support our drivers, monitor fleet compliance, drive operational efficiency, focus on customer satisfaction and operational success.

Key Role Elements

• Lead the daily operations of the customer service department, ensuring that all customer inquiries, claims and concerns are addressed promptly and effectively.
• Manage the customer service activity through Salesforce.
• Handle any concerns and build corrective training into the team in order to achieve higher results.
• Identify processes and staff efficiency to ensure error minimization and transport deadlines are achieved.
• Ensure Customer Service-related tasks are completed effectively and contingencies are put in place to ensure coverage of duties.
• Train and coach the other team members on customer service techniques, product knowledge, and company policies as needed to ensure continuity of service.
• Lead the stores standing order process and representation on National Accounts and its enquiries.
• Manage credits / returns in a timely and tidy fashion to minimize waste and reduce loss.
• Conduct and oversee investigations for operational related errors.
• Resolve delivery customer issues by proactively addressing problems and suggesting solutions.
• Provide support to Gilmours Sales Reps, Management and Drivers (as and when required).
• Monitor compliance with Land Transport/NZTA regulations
• Monitor Microlise and EROAD to monitor driver behavior and driver hours.
• Truck fleet – arrange truck maintenance / compliance / service requirements.
• Continually monitor and optimize transport routes to drive continuous improvement in our delivery efficiency.
• Develop and implement customer service policies and procedures to ensure a consistent and excellent level of service is provided to customers.
• Maintain a safe workplace.
• Back up driver (as and when required).

Standard Roster

Monday - Friday 8:00 - 16:30

What's in it for you:

• We're in it together, we look after each other, back one another, communicate effectively, and work together as one winning team, every time.
• The ability to drive something within a flexible and creative working environment if there is a better way, let us know!
• You will be working for the owner of the business who has a serious investment in the business and is also heavily invested in you. If you are the right person, you will have the opportunity to grow and develop so that one day you can also be the owner of a store here in NZ.
• Staff discounts.

What are we looking for:

• Effective communication and problem-solving skills.
• Reliable, honest and be a good team player.
• 1-2 years in a wholesale environment.
• 3-5 years in a leadership position – emphasis on business, logistics or operations.
• You will be a doer, capable of speedily delivering high volumes of quality work, yet also be flexible and able to respond to incoming requests.
• Willing to work extra when required with great attendance references.
• Full NZ driver's license (preferred). 
• Must be eligible to work in New Zealand.

https://www.youtube.com/watch?v=-0IsiXnWZpo

About Gilmour's & Foodstuffs.

You know Gilmour's, Four Square, New World, and PAK'n'SAVE right? That's Foodstuffs! We are one of NZ's biggest companies, you just don't know it, because in true Kiwi style we are humble about it (apart from right now maybe)! Join one of our stores and you open the door to endless opportunities!

Apply now

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