Customer Service Manager

The Company IMCD is a leading distributor, formulator and solutions provider in specialty chemicals and ingredients. We have operations in over 60 countries and as we grow, we keep our founders’ entrepreneurial spirit intact, creating a world of opportunity. We are driven by our five core values: partnership, freedom to act, entrepreneurship, integrity trust, and financial discipline. Due to an internal promotion, we have an exciting opportunity for a Customer Service Manager to lead our New Zealand Customer Service team. About the Role Reporting to the Finance Operations Director- ANZ, you’ll oversee and lead the Customer Service team, to consistently exceed customer service expectations. Your focus will be on enhancing inter-departmental communication, fostering teamwork, and creating a high-performing team. This role will see you: Lead, mentor, and motivate a small team of customer service representatives Drive department projects and change management initiatives Ensure key customer service processes are adopted and executed in agreed timeframes Develop and implement customer service strategies to enhance overall customer experience and retention. Provide an escalation pathway for the team Collaborate with other department heads to ensure seamless coordination and resolution of customer issues, including monthly reporting to the global leadership team Facilitate training and development of the CS team Working collaboratively with internal and external stakeholders With support from Melbourne, coordinate and assist in the day-to-day administrative tasks for the NZ office including functions, celebratory events, ordering office supplies Act as a point of contact for external visitors and handling ingoing and outgoing mail. About you Experience- Extensive experience in a similar role and industry is essential, with medium to high proficiency in Microsoft Office and ERP systems. A can-do attitude – our values are central to all that we do. You will go a long way if you use your initiative and common sense, and are happy to roll your sleeves up and support the customer service team with day to day activities when required. Resilient, able to multi-task and work under pressur e – No two days are the same. We work at a fast pace, and often encounter tight deadlines. You will have demonstrable experience in working to an excellent standard when under pressure, adapting to complex or challenging situations as they arise and being able to prioritise deadlines. Well-developed communication skills – you will be communicating and building relationships across all levels within IMCD. Solutions-focused – You will be resourceful, able to understand and assess a situation quickly, and calmly identify and implement solutions/ improvements. Leadership - Mentor and manage team members to create a high-performing and cohesive team In return you will: Join an inclusive, supportive and diverse team Enjoy working for an international fast growing company with a strong entrepreneurial culture Free onsite parking Additional benefits such as a KPI bonus scheme, fitness subsidy, salary continuance insurance and monthly on-site massages.