Drive service excellence, inspire a team, and make every customer interaction count.

About Us

Cardinal is a leading partner to many of New Zealand’s well-known companies in food, beverage, grocery and personal healthcare.  We offer an end-to-end logistics solution to our customers, which offers the opportunity for our team members to develop, upskill and progress within the business.  We are revolutionizing supply chains with New Zealand’s first fully automated 3PL warehouse with AI driven robotics. 

About the Role

As the Customer Excellence Manager, you’ll be the driving force behind our customer experience. You will assist the General Manager, Customer & Commercial, in managing operational and tactical relationships with key customers ensuring service excellence, operational efficiency, and long-term partnership success.

This role is perfect for someone who thrives on solving problems, building relationships, and leading teams to achieve measurable results. You’ll combine data-driven insights with strong people leadership to deliver outstanding service outcomes and customer satisfaction.

Key Responsibilities

• Act as the primary escalation point for customer and internal service queries.
• Lead and mentor the Customer Service Specialists through coaching, goal setting, and performance development.
• Drive continuous improvement initiatives that enhance operational efficiency and service quality.
• Monitor and analyse performance data, identifying trends and improvement opportunities.
• Manage service level and billing escalations promptly and effectively.
• Ensure all Customer Service SOPs are current, communicated, and aligned with business needs.
• Conduct root cause analysis on service issues and implement corrective actions.
• Support business-wide projects that enhance the customer experience.

What You’ll Bring

• 5+ years’ experience in customer account management, operations, or service leadership.
• Proven success in driving customer excellence and continuous improvement initiatives.
• Strong analytical and problem-solving skills, with the ability to translate insights into action.
• Skilled in CRM systems and reporting tools.
• Exceptional communication and interpersonal abilities.
• Experience managing and developing a team.
• Proficiency in Microsoft Office Suite and strong organisational skills.
   

Why Join Cardinal Logistics?

• Be part of a dynamic, values-driven organisation committed to excellence.
• Work in a collaborative environment where your ideas matter.
• Lead a passionate team focused on customer success and operational improvement.
• Opportunities for professional growth and development within a leading NZ logistics company.