Customer Service Team Leader

We are looking for a reliable and motivated Team Leader to oversee our Night Shift Customer Support Team at our Auckland branch.

Mō te tūranga mahi | About the role

In this role, you will provide hands-on leadership to ensure a high-performing, customer-focused work environment. Your guidance will be instrumental in driving efficiency, accuracy, and service excellence, aligning with Service Foods' mission, objectives, and values.

• Location: Ihumatao road, Mangere
• Position: Permanent, full time
• Shifts: Sunday to Friday, 03:30 pm – 11:30 pm

The main job responsibilities include:

• Lead a high-performance, customer-focused team, ensuring alignment with Service Foods' mission and values.
• Conduct team briefings, provide coaching, and support team members with challenges.
• Oversee daily schedules, ensuring complete customer coverage and timely order processing.
• Resolve escalated customer issues with sensitivity, aiming for effective solutions.
• Monitor team performance, manage key errors, and maintain punctuality and attendance.
• Assist with on-boarding, coaching, and motivating the customer service team.
• Ensure effective shift management, including handling out-of-stock items and overseeing shift handovers.
• Engage with customers over the phone, building rapport, and meet their requirements

Mōu | About you

You will be a driven and resilient individual with a strong background in customer service. You will have a formal qualification (Year 13 or equivalent) and experience working in a call centre or phone-based environment. Leadership experience is highly desirable.

This is a fast-paced role that requires adaptability, and the ability to perform under pressure while maintaining accuracy and efficiency.

Key Attributes:

• Strong attention to detail and ability to gather and interpret information
• Excellent organisational and time management skills
• Quick decision-making capabilities in a dynamic environment
• Professional phone manner with the ability to build instant rapport
• Proven track record of enhancing team performance
• Proficiency in Microsoft Office Suite (essential)
• Commitment to delivering outstanding customer service
• Strong understanding of processes and systems
• Experience with CRM (Salesforce) and ERP systems is an advantage
• Empathetic, adaptable, and effective interpersonal skills
• Reliable transport to and from work

Ngā Kawatau | What to expect

At Service Foods, we strongly believe in fostering a positive and dynamic work environment. Throughout your tenure with us, it is important to embody our core values: creativity, resilience, inclusivity, collaboration, work ethic, and humility. These values guide us in delivering exceptional service and contributing to the success of our team and the business. We encourage you to embrace these principles as you grow and thrive with us.

We offer a competitive salary, comprehensive benefits, and opportunities for career growth.

Mō mātou | About us

Service Foods is one of New Zealand's largest privately family owned and operated food service distribution businesses. With items imported from over 20 countries as well as our locally produced offerings, we have close to 14,000 products for you to discover.

We employ around 800 team members, operate over 220 trucks, and have 15 strategically placed branches across New Zealand. Learn more about us at www.servicefoods.co.nz

If you thrive in a high-energy environment, enjoy leading teams, and are passionate about delivering exceptional service, we’d love to hear from you!

Whaimana | Eligibility: Applicants must have NZ citizenship, residency, or a valid work visa. Shortlisted candidates will be contacted via phone, text, or email.

Pre-employment Checks: To ensure a safe and compliant work environment, successful candidates will be required to complete satisfactory pre-employment checks. These will include satisfactory employment references, government agency verifications (Ministry of Justice and ACC) as well as alcohol and drug testing conducted by an accredited provider for workplace substance testing in New Zealand.