Customer Service Representative

The Role

Principle Accountabilities

• Manage inbound and outbound customer interactions to support sales, service, and business objectives.
• Identify and action opportunities to increase customer value through product recommendations, range expansion, and sales growth initiatives.
• Build and maintain positive customer relationships to support retention, satisfaction, and long-term business growth.
• Process customer orders accurately and resolve enquiries and issues in a timely manner.
• Collaborate with sales teams and internal stakeholders to support customer outcomes and commercial priorities.
• Deliver results in line with agreed performance measures, service standards, and compliance requirements.

Skills and Experience Required

• Customer Relationship Management: Builds and maintains strong customer relationships through responsive service and effective communication.
• Sales & Commercial Awareness: Identifies opportunities to support sales growth, increase product distribution, and deliver customer value.
• Problem Solving & Decision Making: Assesses customer needs, identifies issues or inconsistencies, and recommends practical solutions.
• Planning & Organisation: Manages multiple priorities effectively while maintaining accuracy and meeting service requirements.
• Attention to Detail & Operational Excellence: Ensures accurate order processing, data management, and consistent delivery of service standards.

What We Offer

In return for playing your part in building our future, you will receive a comprehensive compensation package with salary, bonus scheme, Kiwi saver and further benefits as well inspiring places to work and collaborate with purpose. Here at Imperial Brands we will give you the opportunity to grow and learn, innovate at pace and be a part of our purpose to forge a path to a healthier future for moments of relaxation and pleasure for our consumers. 

About Us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by 25,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.  Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

As a matter of policy, Imperial Tobacco or its subsidiaries never requests or requires payment as part of any recruitment process.

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants. Please contact us at recruitment@impbrands.com to let us know if we can provide support in helping you complete an application and/or attend an interview. Sponsorship is not available for this role.