About Us

JR Wholesale Meats is a well-established meat processing and wholesale business based in Otahuhu, Auckland. We supply a wide range of meat products to customers across foodservice, retail, and wholesale channels.

We are a fast-paced, hands-on business where customer service plays an important role in ensuring orders are processed accurately, customers are communicated with clearly, and information flows properly between customers, Sales, Operations, Finance and Management.

The team also supports sales activity by maintaining regular customer contact, emailing specials, calling customers for order follow-ups, and helping ensure customers are aware of product availability and promotional opportunities.

We are now looking for a Customer Service Manager to lead this function.

About the Role

This is a hands-on leadership role suited to someone who understands customer service, order management, sales support, and the importance of clear communication in a busy operational environment.

As Customer Service Manager, you will be responsible for leading the Customer Service team and overseeing the day-to-day handling of customer orders, enquiries, credits, complaints, follow-ups, and customer communication.

You will also help lead the sales support side of the function. This includes emailing specials, calling customers to check whether they need to place orders, following up on inactive or declining accounts, supporting customer retention, and working with the Sales team to identify practical sales opportunities.

The role also involves working closely with Production, Planning, Warehouse, Logistics, QA, Accounts, and Management to ensure customer requirements are clearly communicated and actioned. You will help manage product shortages, substitutions, delivery issues, pricing queries, customer complaints, and other service risks in a professional and timely manner.

This role would suit someone who is already experienced in customer service, sales support, account support, or order management and is ready to step into a broader leadership role.

Key Responsibilities

In this role, you will:

• Lead, guide, and support the Customer Service team in their day-to-day work.
• Oversee customer orders, enquiries, credits, complaints, amendments, and follow-ups.
• Ensure orders are processed accurately and in line with customer requirements, delivery schedules, cut-off times, pricing instructions, and internal procedures.
• Act as the first point of escalation for customer service issues, including order queries, delivery issues, product availability, pricing queries, credits, and complaints.
• Support customer engagement activity, including emailing specials, calling customers for order follow-ups, and following up on inactive or low-ordering accounts.
• Work with the Sales team to support promotions, customer retention, pricing discipline, and practical sales opportunities.
• Identify customer feedback, missed order opportunities, buying patterns, upsell or cross-sell opportunities, and changes in ordering behaviour.
• Ensure pricing, discounts, credits, and customer instructions are applied correctly.
• Identify pricing errors, incorrect credits, missed charges, or other revenue leakage and escalate for correction.
• Support product traceability and recall processes by ensuring customer orders, complaints, and credits are recorded accurately.
• Escalate food safety, quality, temperature, contamination, or product integrity concerns to QA and Management.
• Communicate product shortages, substitutions, availability changes, backorders, delivery delays, or service risks to customers and internal teams.
• Work closely with Sales, Production, Planning, Warehouse, Logistics, QA, Accounts, and Management to minimise customer impact from operational constraints.
• Support process improvements, templates, scripts, reporting, automation, and system improvements to improve consistency and reduce manual work.

About You

We are looking for someone who is organised, calm under pressure, and confident dealing with both customers and internal teams.

You will likely have:

• Previous experience in customer service, sales support, administration, account support, or order management.
• Experience leading, guiding, or supporting a team.
• Strong phone and email communication skills.
• Good attention to detail and accuracy.
• Confidence handling customer issues, complaints, credits, pricing queries, and escalations.
• The ability to manage competing priorities in a busy environment.
• A practical, hands-on approach to problem solving.
• Good computer and business system skills.
• Confidence with proactive customer contact, including calling customers, discussing specials, and following up on orders.
• Experience supporting customer engagement, retention activity, pricing accuracy, or sales support would be advantageous.
• Experience in food manufacturing, FMCG, wholesale, logistics, distribution, meat processing, or a similar operational environment would be an advantage.

Most importantly, you will be someone who takes ownership, follows through, and understands the importance of getting things right for customers.

You do not need to be a traditional salesperson, but you should be comfortable supporting sales through strong customer relationships, regular communication, product awareness, and practical follow-up.

What We Offer

• A full-time, permanent role.
• A key leadership position within the Customer Service function.
• A busy, practical, and hands-on working environment.
• The opportunity to work closely with Sales, Operations, Logistics, Production, QA, Accounts, and Management.
• A role where you can make a direct impact on customer service standards, customer engagement, order accuracy, and internal processes.
• The opportunity to help shape how the Customer Service function supports both service delivery and sales activity.

How to Apply

If you are an experienced customer service or sales support professional looking for the next step in your career, we would like to hear from you.

Please apply with your CV and a brief cover letter outlining your relevant experience.

Benefits:

• Employee discount

Work Location: In person