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General Information

Job Type
Customer Service
Waipapa Pine
Job Reference
Posted Date
Closing Date


Customer Service Manager

Waipapa Pine is a leading provider of high-quality timber products located in the beautiful Northland area. We have two sawmills, one in Waipapa near Kerikeri in the gorgeous Bay of Islands, and another in Whangarei. With state-of-the-art facilities and a dedicated team, we strive to exceed industry standards and deliver excellence in every aspect of our operations. We are also proud to be part of the Fletcher Building Group of companies.

About the job:
Based from our Whangarei office, the Customer Service Manager will play a pivotal role in ensuring exceptional customer experiences and fostering long-term relationships. You will lead a team responsible for providing service and support to our diverse client base, oversee handling of inquiries, resolving issues, management of orders, supply, demand and delivery. From managing order flow to addressing complaints, your focus will be on maintaining customer satisfaction while driving efficiency and effectiveness within the customer services department, and delivering an exceptional customer experience.

Key Responsibilities:
• Oversee the day-to-day operations of the customer services team, ensuring timely and accurate responses to customer inquiries and concerns.
• Develop and implement strategies to enhance customer satisfaction and loyalty, including feedback mechanisms and service improvement initiatives.
• Collaborate with sales, production, and logistics teams to streamline processes and optimize service delivery.
• Monitor performance metrics, analyse trends, and generate reports to identify areas for improvement and track progress towards goals.
• Lead, mentor, and motivate a team of customer service and supply chain representatives, fostering a culture of excellence, accountability, and continuous learning.
• Stay updated on industry trends and best practices in customer service management, incorporating relevant insights into our operations.
• Proven experience in a customer service management role, preferably in a manufacturing, sawmill or related industry.
• Strong leadership and communication skills, with the ability to inspire and empower teams to achieve their full potential.
• Exceptional problem-solving abilities and a customer-centric mindset, with a focus on delivering solutions and exceeding expectations.
• Proficiency in CRM software and other relevant tools for managing customer relationships and analysing data.
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously in a fast-paced environment.

What we offer:
We understand that our people are our greatest asset, therefore, being part of the Fletcher Building Group, you will have access to these awesome benefits:
• Attractive remuneration
• Relocation assistance
• Dynamic and inclusive work environment with opportunities for growth and advancement.
• Discounts, lots of them; Across a range of businesses and products
• An incredible Employee Education Fund, funding anything from a Diploma to a Master’s Degree
• Employee Welfare Fund to help in times of need
• Ability to join the Fletcher Building share scheme
• An industry-leading parental leave scheme
• Ability to participate in FB wide groups that focus on diversity, sustainability and many other key initiatives

Why Join Us:
At Waipapa Pine, we offer more than just a job; we provide a supportive and inclusive work environment where employees are valued and empowered to make a difference. You'll have the opportunity to work alongside industry experts, contribute to meaningful projects, and advance your career in a thriving organization committed to excellence and sustainability. If you are passionate about leadership and customer care and are eager to join a dynamic team in the timber industry, we'd love to hear from you. Join us at Waipapa Pine and be a part of shaping the future of timber manufacturing!