Customer Services Manager

Location: Christchurch | Full-time | 12-month Fixed-Term Parental Leave Cover starting February 2027.

Lead customer service excellence for one of New Zealand's growing logistics providers and play a key role in delivering exceptional experiences for our customers.

Reporting to the General Manager - Commercial, this is an exciting opportunity for an experienced customer service leader to join Sorted Logistics and drive customer satisfaction, team performance, and continuous improvement. You'll lead our Customer Service function while partnering closely with Operations, Sales, Account Management, and customers to ensure consistently outstanding service delivery across the business.

What's in it for you?

As part of the Sorted Logistics family, you'll benefit from:

• A supportive and collaborative team environment
• Genuine development and leadership opportunities
• The chance to shape and enhance the customer service function
• Employee benefits programmes, including EAP
• The opportunity to make a meaningful impact in a growing New Zealand business
• A varied role with exposure to customers, commercial strategy, and operational excellence

About the Role

As Customer Services Manager, you will lead our Customer Service team and champion customer experience across the business. You'll be responsible for building strong customer relationships, driving service excellence, developing team capability, and ensuring customers receive timely, professional, and proactive support.

Key Responsibilities

• Lead, coach, and develop the Customer Service team
• Manage customer enquiries, escalations, and service recovery initiatives
• Monitor customer satisfaction and service performance
• Drive continuous improvement within customer service processes and systems
• Collaborate closely with Account Management, Sales, Transport, and Operations teams
• Support customer onboarding and service transition activities
• Analyse customer feedback and service data to identify improvement opportunities
• Prepare customer reporting and support commercial initiatives
• Champion a customer-focused culture across the business

What You'll Bring

We're looking for a confident people leader who enjoys building strong customer relationships and thrives in a fast-paced environment.

To be successful in this role, you'll have:

• Previous leadership experience in Customer Service or a similar customer-focused environment
• Strong relationship-building and stakeholder management skills
• Experience managing customer escalations and resolving complex issues
• Excellent communication and interpersonal skills
• Strong reporting, analytical, and problem-solving abilities
• High levels of organisation and attention to detail
• Experience within logistics, transport, warehousing, supply chain, or a related industry would be advantageous
• Advanced Microsoft Office skills and confidence working with customer service and reporting systems

Travel Requirements

This role is based in Christchurch. Occasional travel to Auckland will be required to support customer relationships, team collaboration, and business requirements.

About Us

At Sorted Logistics, we are proudly New Zealand-owned with a strong family culture and a fresh, innovative approach to the logistics industry.

We deliver end-to-end supply chain solutions across warehousing, transport, international freight, customs, and value-added logistics services, helping our customers move and store their products safely, efficiently, and reliably.

Our values of Honesty, Pride, Respect, Teamwork and Trust guide how we work, support our customers, and achieve success together.

Our mission? To develop great people who deliver exceptional results.

How to Apply

Sound like the opportunity you've been looking for? We'd love to hear from you. Click Apply Now to submit your application.

Please note: Applicants must be legally entitled to work in New Zealand. Any offer of employment will be subject to satisfactory pre-employment checks, including a Ministry of Justice criminal history check.

Position description Apply now

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