The purpose of this role is to provide reliable, customer‑focused support to both B2B and B2C customers across the EMEA region .
The role also supports consistent Customer Care processes through close collaboration with internal teams and external partners.
Key Responsibilities for the role include:
Customer Support
* Provide day‑to‑day support and advice to B2B and B2C customers
* Respond to customer inquiries in a timely and accurate manner
* Handle customer issues and complaints, and support their resolution
Sales & Account Support
* Partner with the Sales Director and Key Account Managers to support daily operations
* Prepare and follow up on customer inquiries
* Provide accurate order information and customer master data
* Coordinate delivery dates, order status, and customer‑specific requirements
* Prepare sales reports and monthly billing statements
Coordination & Collaboration
* Ensure clear and consistent information flow between customers, internal departments and external partners
* Work closely with teams such as Finance, E‑Commerce, Supply Chain, and logistics service providers
* Coordinate with international teams, including the parent company in New Zealand, with consideration for time‑zone differences
Order & System Management
* Manage and process customer orders from start to completion
* Maintain accurate data in Microsoft Dynamics
* Use and maintain multiple systems and platforms, including Microsoft Dynamics, Shopify, Gorgias, Mainchain and Customer‑specific portals (Training and support will be provided where needed)
Process Improvement & Compliance
* Review customer service processes and identify opportunities for improvement
* Support basic audit activities in cooperation with relevant departments
Administrative Support
* Complete administrative and organisational tasks within Customer Care
* Process customer inquiries, adjustments, and credit notes
* Support accurate documentation and record‑keeping