At Cookie Time, we’re passionate about great cookies, bars and slices and the people who make it all happen. If you love making things happen, enjoy the satisfaction of getting the details right and bring a positive attitude to a busy day, this could be your next move!
A taste of the opportunity
We’re looking for a Customer Experience Specialist to coordinate and administer customer service delivery and support ongoing improvements to customer service processes, ensuring that Cookie Time meets customer expectations and agreed service commitments while supporting its revenue and growth objectives. Reporting to the Food Service Channel Manager, you’ll be a key contact for customers, resolve service issues and work across our internal teams to keep customer commitments on track.
What you’ll get stuck into:
Coordinate customer service activities and maintain agreed customer service standards while supporting channel and customer targets
Coordinating customer orders from placement through to delivery, ensuring commitments are met and customers are kept informed.
Resolving customer service issues, claims and complaints by working closely with internal teams and following matters through to completion.
Working collaboratively with Sales, Logistics, Warehouse, Planning and Finance teams to ensure a smooth customer experience.
Maintaining accurate customer, product, pricing and order information within company systems.
Monitoring stock availability, service performance and operational risks, proactively identifying solutions and alternatives.
Supporting customer promotions, onboarding activities and sales initiatives that contribute to business growth.
Reviewing customer feedback and service trends, helping identify opportunities to improve processes and customer satisfaction.
We’re looking for someone with:
At least three years’ experience in a similar customer service operations, customer relationship management, sales support or operational coordination role.
Experience using ERP systems and logistics or EDI interfaces.
Strong understanding of customer service delivery and after-sales processes, sales administration, logistics, export operations and finance processes.
Ability to manage multiple priorities and deadlines while maintaining accuracy and urgency.
Strong organisational, planning and cross-functional coordination skills.
Highly numerate, accurate and confident interpreting operational, customer service and sales performance information.
Highly numerate, accurate and confident interpreting operational and sales information.
Excellent written and verbal communication skills.
FMCG experience is advantageous but not essential.
You’ll fit right in if
You bring energy, initiative and a sense of humour. You’re the person who follows up, closes the loop and notices the small detail that could become a big problem.
You’re comfortable picking up the phone, asking questions and taking responsibility. You stay calm when plans change, care about doing a great job and back your Team.
You understand that every interaction shapes how customers feel about Cookie Time and you take pride in making it a good one.
Why Cookie Time
You’ll be part of an iconic New Zealand brand, working with people who care about our products, our customers and each other. There’s variety, room to contribute ideas and the satisfaction of seeing your work make a difference. We believe in empowering our people, working together and celebrating the wins along the way.
What we Offer:
Employment type: Full-time - Permanent
Minimum guaranteed hours: 40 hours per week.
Pay range: 70k to 90k annual salary based on 40 hours per week
Days and hours of work: Monday to Friday, no night or weekend work required.
Sound like your kind of mix
Send us your CV and a short cover letter telling us what you’d bring to the Cookie Time Team. Share an example of how you’ve delighted a customer or solved a tricky operational problem.