Customer Service Representative

About the Role

Based in Otahuhu, Auckland, this full-time permanent position serves as the initial contact point for customers and consumers. The role is centered on delivering an outstanding customer experience via phone, email, and web channels. Responsibilities include managing customer orders, responding to enquiries and complaints, providing detailed product information, and collaborating with Sales, Supply Chain, Logistics, and Marketing teams to ensure excellent service delivery.

Key Responsibilities

• Accurately and efficiently processing customer orders.
• Assisting customers with enquiries, resolving order-related issues.
• Handling consumer and product quality complaints with empathy and professionalism.
• Providing clear information regarding products, pricing, and promotions.
• Supporting customers navigating the DB Portal.
• Fostering strong relationships with both customers and internal teams.
• Participating in continuous improvement efforts and supporting a positive team environment.

Qualifications and Requirements

• At least 2 years of relevant experience is preferred but not mandatory.
• Must hold an NCEA Level 1 qualification.
• Excellent communication skills and ability to build effective relationships.
• Proficiency in Microsoft Office, especially Excel and Word.
• Experience with SAP ECC or comparable ERP/MRP systems.
• A customer-centric approach with a passion for delivering exceptional service.

About the Company

Joining DB Breweries means becoming part of the global HEINEKEN family, a company that champions individuality, innovation, continuous learning, and growth. As a leading global beer and cider brand available in over 70 countries, the company prides itself on passionate employees and iconic products.

Benefits

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