Customer Services Representative

About DuluxGroup and B&D Group

B&D Group, proudly a part of DuluxGroup, leads the garage door industry with innovative solutions and technology. Since 1956, B&D has manufactured more than 5 million garage doors worldwide, ensuring home safety and security for families. The company promotes a culture centered on teamwork, innovation, and employee well-being, emphasizing continuous improvement and bold ideas. Employees are encouraged to challenge the status quo, contribute meaningfully, and keep learning. B&D prioritizes a supportive, flexible workplace that fosters growth and values work-life balance.

Role Overview

This is a crucial customer support position within the Christchurch team, serving as the main liaison among dealers, customers, sales, operations, and manufacturing. The role involves managing inquiries, processing orders, handling claims, and resolving issues promptly while upholding excellent service standards in a dynamic setting. Accuracy, professionalism, and customer satisfaction are essential priorities.

Key Responsibilities

• Handle dealer and customer inquiries through various communication channels efficiently.
• Accurately process orders, pricing requests, and update customer details.
• Coordinate resolutions for product, shipping, and quality claims effectively.
• Work collaboratively with internal teams to ensure positive customer outcomes.
• Maintain precise records and strive to reduce administrative mistakes.
• Engage proactively with customers and dealers, building strong, lasting relationships.
• Follow up on customer concerns until fully resolved, escalating issues when necessary.

Benefits Offered

• Support through Life, total permanent disability, and health insurance coverage.
• Special discounts on DuluxGroup products and partner services.
• Employer contributions matching up to 4% of salary to your Kiwisaver Fund.
• Generous paid parental leave: 20 weeks for primary caregivers and 2 weeks for partners.
• Access to leading learning, development programs, and career advancement pathways.
• Comprehensive Wellbeing Hub and Employee Assistance Program support.
• Recognition initiatives to celebrate employee contributions.

Candidate Profile

The ideal candidate is resilient, adaptable, and customer-oriented, thriving in relationship-building and delivering results in a busy environment. Strong organizational skills, attention to detail, and the ability to juggle multiple tasks accurately are essential. Excellent communication capabilities are required as the role involves interactions with customers, dealers, and various internal stakeholders.

Previous experience in customer service, sales support, or administrative roles will be beneficial, together with strong stakeholder engagement skills. The capacity to operate both independently and as part of a team is important. Familiarity with Salesforce or similar CRM platforms, advanced Excel skills, knowledge of New Zealand geography, and an interest in AI or emerging technologies would be advantageous.

Why Join DuluxGroup?

By becoming part of DuluxGroup, you join a global community of over 8,000 employees committed to the purpose "Imagine a Better Place." With a heritage dating back to 1918, DuluxGroup markets and manufactures some of the most iconic brands including Dulux, Selleys, Cabots, Yates, and B&D. The company’s long-term strategy focuses on growth through brand leadership, innovation, and close customer connections. DuluxGroup promotes internal career movement, inclusive culture, and flexible working options, providing a promising environment for career development.