Customer Service Representative

Every order processed, every query answered, every issue put right — that's where our customer promise is kept. As one of three Customer Service Representatives, you're the central point of contact for customers and for the internal teams who serve them, keeping orders moving and relationships strong. You'll work across sales, key accounts, marketing, finance and the warehouse to get customers what they need, when they need it. If you take pride in sorting things properly, thrive on variety and like being the person who makes it happen, this is the role for you. What you’ll do Be the primary point of contact for external customers — handling enquiries, processing orders and resolving concerns promptly and professionally. Support internal customers across sales, key accounts and marketing — loading discounts, releasing orders, setting up new customers and managing product allocations. Back the key accounts team on the work that keeps our key accounts running — coordinating submissions and processing portal and allocation orders. Own issue resolution end to end — credits, delivery timeframes, discrepancies and complaints — escalating the complex ones with the right detail attached. Build genuine relationships through proactive communication and reliable follow-up. Keep accurate records of every customer interaction in the CRM. Find the 1% — better workflows, smarter automation, sharper service — leverage technology paired with your unique insights. Product knowledge Keep your product knowledge current through our internal resource library and internal training. Participate in Consumer and Sales conferences and BDM / Brand Manager sessions. Complete training within the required timeframes to keep us GMP-compliant. What you’ll bring At least 3 years in a customer service role. Confident handling product and customer complaints, and challenging conversations. Experience with CRM systems; SAP experience a strong plus. Comfortable across the tools we use daily — MS Teams, phone and email — plus solid Microsoft skills. Sharp on multitasking, prioritising and time management, with real attention to detail. A customer-centric attitude and the initiative to make things happen. NCEA Level 3 or higher. Career growth – we're big on developing our people and promoting from within. Extra leave – after six years with us, you'll get five weeks of annual leave. Parental perks – 16 weeks of top-up payments during your parental leave. Security matters – we've got you covered with life and income protection insurance. Exclusive discounts – special deals on big-name brands like Clinicians, BraveFace, Avène, Ego and more. About Us At Healthcare by Douglas, we believe wellness is about enhancing everyday life — not just solving problems. We’re creating brands that are shaping the future of wellness. That means working with curiosity, insight, and purpose — always seeking smarter ways to support people’s wellbeing. If you’re energised by fresh thinking, bold ideas, and making a meaningful difference, you’ll feel right at home here. We’re optimising daily wellness – together. Please note: Applications may close early due to high interest. Don’t miss out – apply now! As part of the pre-employment process, you will need to pass a drug test and MOJ check #J-18808-Ljbffr