Drive service excellence, inspire a high-performing team, and ensure every customer interaction delivers real value.

About Us

Cardinal is a leading logistics partner to many of New Zealand’s best-known companies across food, beverage, grocery, and personal healthcare. We provide end-to-end supply chain solutions that enable our customers and our people to grow.

We’re also shaping the future of logistics, operating New Zealand’s first fully automated 3PL warehouse powered by AI-driven robotics. At Cardinal, innovation, performance, and people go hand in hand.

About the Role

As Customer Excellence Manager, you’ll be at the heart of our customer experience strategy. Reporting to and supporting the General Manager, Customer & Commercial, you’ll manage key customer relationships at both an operational and tactical level, ensuring service excellence, efficiency, and long-term partnership success.

This is a senior leadership role suited to someone who thrives on solving complex problems, building trusted relationships, and leading teams to deliver measurable outcomes. You’ll blend data-driven decision-making with strong people leadership to continuously lift service performance and customer satisfaction.

Salary:
$160,000 – $180,000 per annum, depending on experience

Key Responsibilities

• Act as the primary escalation point for customer and internal service issues

• Lead, coach, and develop Customer Service Specialists through clear goals and performance frameworks

• Drive continuous improvement initiatives to enhance service quality and operational efficiency

• Monitor, analyse, and report on performance data to identify trends and improvement opportunities

• Manage service level and billing escalations in a timely and professional manner

• Ensure Customer Service SOPs are current, clearly communicated, and aligned to business needs

• Conduct root cause analysis on service issues and implement sustainable corrective actions

• Contribute to business-wide projects that enhance the overall customer experience

What You’ll Bring

• 5+ years’ experience in customer account management, operations, or service leadership

• A proven track record of driving customer excellence and continuous improvement

• Strong analytical and problem-solving capability, with the ability to turn insights into action

• Experience using CRM systems and reporting tools

• Exceptional communication and stakeholder management skills

• Demonstrated experience leading, coaching, and developing teams

• High proficiency in Microsoft Office 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 and leadership make a real impact

• Lead a passionate, high-performing team focused on customer success

• Access genuine opportunities for professional growth within a leading NZ logistics business

If this sounds like the opportunity you’ve been looking for, we’d love to hear from you. Apply now with your up-to-date CV.

Applicants must hold New Zealand citizenship, residency, or a valid work visa. The successful applicant will be required to pass a pre-employment drug and alcohol test, criminal history check, and provide two contactable references.