Who we are:
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:
We are looking for a Customer Service Manager, who will be at the heart of our customer experience strategy. Reporting to and supporting the General Manager, Customer & Commercial, you will manage key customer relationships at both an operational and tactical level, ensuring service excellence, efficiency, and long-term partnership success.

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

Key responsibilities include:

• Be the primary escalation point for customer service issues, manage service leave & billing escalations
• Lead and develop Customer Service Specialists by providing support and guidance to achieve performance goals
• Driving continuous improvement initiatives that will enhance service quality and operational efficiency
• Monitoring, analysing, and reporting on performance data 
• 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

Skills & experience you 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 you should join us:

• Gain opportunities for professional growth & enjoy great team benefits such as paid birthday leave and PERKS discount programme
• Be part of a dynamic, values driven organisation committed to excellence and pushing boundaries
• Work in a collaborative environment where your ideas and leadership make a real impact
   

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.