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CS & Tech Support Team Lead

Supply Chain Auckland Full-time New Zealand

Job Description

What is the role about?

We’re on the lookout for a motivated and hands-on Customer Service & Technical Support Team Lead to join our Supply Chain team! Reporting to the Customer Service & Logistics Manager, you’ll play a key role in keeping things running smoothly across both customer service and technical support.

This full-time role is perfect for someone who enjoys rolling up their sleeves, supporting a busy team, and making a real impact on day-to-day operations. If you’re someone who thrives in a fast-paced environment, loves solving problems, and enjoys working with people and systems, this could be the perfect next step for you.

Key responsibilities:

  • Lead and support the daily operations of the Customer Service and Technical Support teams.
  • Act as a hands-on team lead, stepping in to assist with tasks during peak periods, escalations, or when additional coverage is needed.
  • Collaborate with internal stakeholders to resolve issues, analyse root causes, and implement corrective actions.
  • Identify and drive improvements across team processes, focusing on practical ways to streamline workflows, enhance system usability, and improve service delivery.
  • Maintain accurate systems data and produce clear documentation and user guides for SAP and Salesforce procedures.
  • Liaise with customers and suppliers to ensure positive outcomes and uphold service standards.
  • Contribute to wider business or customer-related projects as required.

Qualifications

We’re looking for someone who has the following skills and experience:

  • Bachelor’s degree in Business Administration, Customer Relations, or a related field (or equivalent practical experience).
  • Proven experience in customer service and/or technical support, ideally in a team lead or supervisory role.
  • Strong leadership and people management skills, with a focus on team development and performance.
  • Proficiency in SAP and Salesforce (or similar) systems
  • Excellent communication and interpersonal skills, with a customer-first mindset.
  • Solid administrative experience with strong organisational and prioritisation skills.
  • Analytical mindset with the ability to interpret data, identify trends, and drive improvements

Additional Information

What’s in it for you?

  • Competitive salary and discretionary bonus opportunity
  • Enjoy half a day off on your birthday.
  • Parental Leave Subsidy Top Up (in accordance with company policy)
  • Medical Insurance for you and your family.
  • Income Protection and Life Insurance.
  • Summertime hours - 3pm finish on a Friday
  • Learning and development programs to support personal growth.
  • Quarterly free staff boxes including a range of our coffee and tea brands, and access to discounted staff purchases

If you think you're up for a new challenge just like this, please grab a cuppa, brush up your CV and apply now (it's really easy, we promise). Short cover letters (in the Message section) outlining your motivation to join JDE Peet’s in this role are greatly appreciated. 

Note: No applications are handled via e-mail.

We are currently only accepting applications of candidates who have already obtained legal rights to work in NZ without restrictions. 

Company Description

JDE Peet’s is the world's leading pure-play coffee and tea company, serving approximately 4,200 cups of coffee or tea per second, and is headquartered in the Netherlands. For more than 265 years, we’ve been inspired by the belief that it’s amazing what can happen over a cup of coffee. We unleash the possibilities of coffee and tea in more than 100 countries with a portfolio of over 50 brands including Kiwi favourites such as Moccona, L’OR, Hummingbird, Bell Tea, Jed’s, Ti Ora and more. In 2023, JDE Peet’s generated total sales of close to 15 billion NZD and employed a global workforce of more than 20,000 employees.

We offer our people a range of learning and development programs to support their personal growth and we believe that a diverse and inclusive culture enables us to serve every coffee and tea lover in the best possible way.

Find out more at https://careers-nz.jacobsdouweegberts.com/

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