Customer Service Team Leader

About the role

The Customer Service Team Leader will be based in our Wellington office (Petone) and will lead a sales‑driven team at the heart of the customer experience. You will balance service excellence with strong commercial outcomes, using data to influence revenue growth while fostering a supportive, flexible work environment.

Key responsibilities

• Ensure all customer interactions meet KPIs, SLAs and compliance standards, maintaining high service quality and accurate data.
• Drive revenue through proactive order management, upselling, cross‑selling, range optimisation and promotional initiatives.
• Recruit, coach and lead a high‑performing team, providing clear direction, performance feedback and development support.
• Build strong relationships with customers, suppliers and internal stakeholders, influencing outcomes and creating value.
• Oversee order accuracy, forecasting, logistics coordination and workforce planning to ensure smooth end‑to‑end delivery.
• Leverage data and insights to identify improvement opportunities, resolve issues and implement growth‑focused initiatives.

Required profile

• Proven sales and commercial acumen with a track record of pitching, upselling and cross‑selling.
• Confidence in phone‑based sales conversations and closing opportunities.
• Experience leading and developing teams, managing performance and building sales capability.
• Strong stakeholder and relationship management skills across customers and cross‑functional teams.
• Analytical mindset with the ability to use data to improve performance and identify growth opportunities.
• Operational excellence in order processes, forecasting and logistics coordination.

Required skills

What we offer

• Competitive compensation package including salary and benefits.
• Flexible working arrangements with the opportunity to work from home.
• Supportive manager who values work‑life balance.
• Opportunity to develop sales capability within a global FMCG business of 25,000 employees.