Senior Customer Service Operations Specialist
Office Based Wellington, Wellington Region, New Zealand
Senior Customer Service Operations Specialist
- ANZ00187
- Office Based Wellington, Wellington Region, New Zealand
- Permanent
- Sales
The Role
Permanent full-time opportunity based in Wellington (Petone office) and offers a hybrid, flexible working arrangement, with the option to work from home Twice a week. Relaxed working environment.
A close-knit team, that has your back. Be supported and guided by the Trade Marketing and Operations Manager and Customer Service Team Leader. This role ensures alignment across other teams and drives continuous improvement to support business goals and enhance overall customer experience.
Play a critical role in optimising customer service performance by strengthening operational execution, improving processes, and leveraging data-driven insights. This role drives efficient, high-performing operations through effective system management and cross-functional collaboration, ensuring consistent service excellence and continuous improvement.
An inclusive, innovative global FMCG business supported by 25,000 employees.
Principle Accountabilities
Operational Excellence: Standardise processes, maintain SOPs, and ensure efficient day-to-day customer service and logistics execution aligned to service levels.
Performance & Insights: Monitor KPIs, analyse data, and deliver actionable insights to drive performance improvement and support decision-making.
Systems & Process Management: Manage Salesforce (IBA Connect) and SAP operations while supporting system enhancements, data integrity, and issue resolution.
Stakeholder Collaboration: Partner with CS, Sales, Logistics, and the SOAP team to ensure alignment, improve processes, and deliver business outcomes.
Workforce Planning & Continuous Improvement: Lead workforce planning, optimise resources, and drive ongoing process, project, and operational improvements including BCP readiness.
Skills and Experience Required
Continuous Improvement: Prior experience in operations, Call Center or customer service role with an aptitude to lead process enhancements, manage projects, and drive operational efficiency (including BCP).
Operational Excellence: Ability to streamline processes, standardise procedures, and ensure efficient service and logistics execution
Data Analysis & Insights: Strong capability in KPI tracking, reporting, and translating data into actionable business insights
Systems & Process Management: Proficiency in managing CRM/ERP systems (Salesforce, SAP) and driving system improvements
Stakeholder Collaboration: Effective cross-functional partnering and relationship management across CS, sales, and operations
Workforce Planning: Expertise in forecasting, scheduling, and resource optimisation to meet service demands
What We Offer
You’ll receive a competitive compensation package including salary, KiwiSaver, bonus, and additional benefits, along with the opportunity to work in inspiring environments and collaborate with purpose. At Imperial Brands, you’ll be empowered to grow, learn, innovate, and contribute to our journey towards a healthier future.
We’re a close-knit, high-performing team that values each other’s strengths and works collaboratively to deliver great outcomes. We balance strong execution with a forward-looking, innovative mindset to build an efficient and connected NZ business.
The team works hard and enjoys the journey together. We’re looking for someone who brings both capability and a genuine desire to be part of a collaborative, high-performing culture. With a 91% engagement score, our people truly value being here, if this resonates, we’d love to hear from you. Candidates must have full working rights to be considered for this role.
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.
Other People Viewed
1901
The year Imperial was founded through the
coming together of 13 UK family-run
businesses
25,000
Imperial employees worldwide
120
Number of markets worldwide in which our products are sold