Customer Service Team Leader - Resolutions - - 42427 - Fletcher Building

General Information

Job Type

Permanent

Description

At Iplex NZ, we’re proud to help keep New Zealand’s essential services moving through our trusted pipeline solutions. We’re now looking for a confident, people focused Team Leader – Resolutions to support our Customer Experience team and ensure every customer touchpoint is smooth, timely, and accurate.

About the role

Based in Palmerston North and reporting to the National Sales Manager, in this hands on leadership role, you’ll oversee the day to day operations of our Customer Experience Resolutions team. You’ll coach and support your team, monitor performance, manage workflows, and jump in where needed to keep service levels on track.

You’ll be the point of escalation for tricky issues, use data and reporting to make informed decisions, and work closely with teams across the business—including Sales, Logistics, Finance, and Planning—to keep information flowing.

What you’ll be doing

Leading, coaching, and developing a team of 2–4
Managing customer enquiries, follow ups, and escalations
Monitoring key service metrics across calls, emails, orders, and delivery information
Running daily stand ups and communicating performance updates
Using data and reporting to improve workflow and customer outcomes
Collaborating across internal teams and transport providers
Ensuring accurate and timely after delivery documentation (packing slips, invoices, credits)
Covering gaps in the team and supporting cross training
Promoting a strong safety culture

About you

You’ll thrive in this role if you enjoy bringing out the best in people and creating an environment where great customer service comes naturally. You’ll bring:

Experience in a customer centric role, ideally with team leadership
Strong communication and problem solving skills
Confidence using data to drive decisions
The ability to stay calm and composed under pressure
A collaborative, positive, team first approach
A passion for delivering a great customer experience
A commitment to safety and living our values

You’ll join a supportive, down to earth team environment with plenty of opportunities to grow, learn, and expand your leadership skills. As part of a respected New Zealand manufacturer making a real impact, you’ll also enjoy the benefits of being connected to the wider Fletcher Building Group.

Ready to lead a team that puts customers first?

If this sounds like the next step in your career, we’d love to hear from you. Apply now!