At ZIWI, our purpose is simple yet powerful: Elevating every pet to their peak, every day of their life. As New Zealand's leading pet food exporter and the global leader in air-dried pet nutrition, we're committed to delivering premium products and exceptional customer experiences across the globe.

We're looking for a proactive, customer-focused Customer Service Lead to own the end-to-end customer order experience for our North America market. This is a pivotal role where you'll build strong customer relationships, coordinate complex export logistics, collaborate across multiple teams, and use data and insights to continually improve how we serve our customers.

This is a full time, fixed term role for 12 months based in our modern office in Awatoto, Napier.

What you'll be doing

As the Customer Service Lead, you'll be responsible for ensuring every customer receives a premium service experience from order placement through to delivery. You'll:

Build trusted relationships with customers, understanding their business needs and providing exceptional service.
Manage customer orders working closely with Sales, Planning and Production teams.
Keep customers informed with proactive communication on order status, timelines and any changes.
Coordinate export documentation including health certificates, shipping documentation and regulatory requirements.
Monitor shipping schedules and ensure products are delivered on time.
Analyse customer and operational data to identify trends, improve performance and support informed decision-making.
Lead continuous improvement initiatives that enhance customer experience and operational efficiency.
Collaborate with teams across New Zealand and internationally to deliver outstanding results.

What you'll bring

We're looking for someone who combines exceptional customer service with strong operational capability. You'll ideally have:

Experience in customer service, customer operations, supply chain or export logistics.
Strong relationship-building and stakeholder management skills.
Excellent organisational skills with the ability to manage multiple priorities.
High attention to detail and a proactive approach to problem-solving.
Confidence working with data, reporting and performance metrics.
Experience with export documentation or international logistics is highly desirable.
Strong communication skills and a collaborative mindset.
A continuous improvement focus with the ability to identify opportunities and drive positive change.

If you're passionate about delivering exceptional customer experiences and want to be part of an ambitious New Zealand success story, we'd love to hear from you!

ZIWI Limited

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Customer Service Lead – Fixed term