Career Opportunities: Auckland Customer Service Manager (16339)

Requisition ID 16339 - Posted  - Big Chill Distribution - Management - Auckland - Permanent Full Time - Call Centre/ Customer service - New Zealand - Auckland

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About Us

You’ve likely seen our iconic polar bear trucks on the road and now’s your chance to be part of the team behind them. Big Chill Distribution is a nationwide leader in the storage and delivery of chilled and frozen goods, with 11 depots across New Zealand. We’re a growing, people focused company built on teamwork, reliability, and care for our people and customers. Our values: Family and Team, Encouragement, Accountability and Honesty, Image and Brand, and Respect, guide everything we do. 

At Big Chill Distribution we're revolutionising the way logistics is done. As a leader in the industry, we pride ourselves on delivering innovative solutions and unparalleled service to our customers. With a commitment to excellence and a focus on continuous improvement, we're reshaping the future of logistics.

About the role

Our customer services team plays a critical role in keeping freight moving and customers confident in our service.

We’re looking for a Customer Services Manager to lead our Auckland based team and take ownership of day‑to‑day customer service delivery. This is a hands on leadership role where people leadership, operational discipline, and customer experience come together.

You’ll play a key role in protecting and enhancing Big Chill’s reputation with customers through every interaction.

Your responsibilities will include:

• Leading a small team of Customer Service and Manifesting staff
• Setting clear expectations around accuracy, turnaround times, and service standards that matter to customers
• Managing daily workflow, resourcing, and peak‑period pressure
• Coaching team members through performance, development, and change
• Improving processes to reduce errors, rework, and customer impact
• Using data and customer insights to identify trends and improve the customer experience
• Partnering closely with Operations, Drivers, and National teams to deliver seamless service

You’ll be visible, decisive, and comfortable balancing customer needs with operational reality.

What success looks like

• Customers receive accurate, timely, and confident responses
• Issues are resolved efficiently with clear communication
• Data is right the first time, reducing the downstream impact for customers
• The team understands what great service looks like and feels supported to deliver it
• Trust and credibility are built across customer, operations, and internal teams

What you’ll bring

• Proven experience leading a customer service or operations team
• Confidence managing performance and having direct, respectful conversations
• Strong process discipline and attention to detail
• A practical, customer first mindset focused on outcomes
• Experience in logistics, transport, warehousing, FMCG or another high‑volume environment
• Calm, structured decision making under pressure

What we offer

• A stable, nationwide business with real scale
• A team already in place and ready for strong leadership
• Autonomy to improve how things are done
• Supportive leadership that understands operational reality

This is a full‑time role based at our Auckland branch in Highbrook.

How to apply

You must have the right to work in New Zealand and be willing to complete a criminal history check and pre‑employment drug test.

If you’re a people‑first leader who values accuracy, accountability, and delivering a consistently great customer experience, we’d love to hear from you.

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