Customer Service Representative

About the Role

Based in Otahuhu, Auckland, this full-time permanent position is crucial as the initial point of contact for customers and consumers. The role involves delivering exceptional service across multiple channels including phone, email, and web. Responsibilities include managing customer orders, addressing enquiries and complaints, providing detailed product information, and collaborating with Sales, Supply Chain, Logistics, and Marketing teams to ensure superior service.

Key Responsibilities

• Accurately and efficiently processing customer orders.
• Supporting customers with enquiries, order-related issues, and requests.
• Handling consumer and product quality complaints with empathy and professionalism.
• Providing detailed product, pricing, and promotional information.
• Assisting customers with the DB Portal.
• Fostering strong relationships with customers and internal teams.
• Participating in continuous improvement initiatives and nurturing a positive team culture.

Candidate Requirements

• Preferably a minimum of 2 years of relevant customer service experience, though not mandatory.
• Must hold at least NCEA Level 1 qualification.
• Strong communication skills and ability to build relationships.
• Proficiency in Microsoft Office applications, particularly Excel and Word.
• Experience working with SAP ECC or similar ERP/MRP systems.
• A genuine customer-first attitude with enthusiasm for delivering excellent service.

About the Employer

Joining DB Breweries means becoming part of the global HEINEKEN family, where individuality is embraced, ideas are welcomed, and personal growth is encouraged. Operating in over 70 countries, HEINEKEN combines great people and iconic brands driven by a passion for market success.

Employee Benefits

• Free health, life, and income protection insurance.
• 5% employer contribution to KiwiSaver.
• Competitive annual bonus program.
• Monthly allowance for products.
• Discounts available at Star Hospitality venues.
• Enjoyment of Life Leave: an extra paid leave day each year.
• Generous parental leave policies.
• Access to wellbeing support and counselling services.
• A supportive and inclusive workplace culture with real opportunities for career advancement and personal development.