Job Description
Who we are
We are Family! For over 90 years, The Comfort Group has been dedicated to helping New Zealanders get a good night’s rest. 100% Kiwi owned and operated, we provide local jobs and invest in the local community.
We are a family-owned business, employing over 1,000 people across both countries. With family values, we’re a company that cares immensely about our people. They’re part of the family, essential to our success and some have even worked with us for over 50 years!
The Comfort Group is Australasia’s largest bedding and foam manufacturer, operating across seven factories nationally in New Zealand and internationally in Australia.
The Opportunity
Become part of an experienced team who will support and guide you to success and have a few laughs along the way. Reporting to the CS Team Leader, the position will include the following key responsibilities:
Taking and processing telephone orders for existing customers
Process orders promptly and accurately, ensuring all necessary documentation and systems are updated accordingly
To provide accurate information to the customer to ensure customer satisfaction
Communicate any product delays and intervene to provide support and assistance when a concern is raised and unresolved
Build relationships with key customers and internal teams
Advise all stakeholders daily of any delayed products and develop strategies in consultation with all parties to resolve issues.
Responding to customer telephone inquiries and taking necessary action to resolve problems.
Taking and processing telephone orders for existing customers.
Liaise with the manufacturing team to identify any issues that may impact customer orders, such as stockouts, machine failures, and distribution problems.
Respond to customer complaints or concerns with professionalism, working towards swift resolutions and ensuring customer satisfaction.
Identify and escalate complex or unresolved customer issues to the appropriate department, ensuring they are resolved promptly and effectively
Continuously seek opportunities to improve customer service processes and contribute ideas to enhance the overall customer experience
Skills and experience
The successful applicant will be a talented individual who is passionate about providing exceptional customer service and can easily identify the order of priorities. As well as:
Previous experience in a customer service role, preferably in a manufacturing environment
Excellent verbal and written communication skills, with a professional and friendly demeanour
Exceptional data entry skills, with a high level of accuracy
Strong problem-solving abilities, with the capacity to think quickly and provide effective solutions
Exceptional organisational skills and attention to detail, ensuring accurate and efficient order processing
Proficient computer skills and experience using SAP or a similar order management system, and Microsoft Office suite.
Ability to work in a fast-paced environment, managing multiple tasks and priorities simultaneously.
Strong team player with the ability to collaborate effectively with colleagues and cross-functional teams.
On Offer
Be part of a dynamic and supportive team within an organisation that values creativity, teamwork, and continuous learning. As well as:
Competitive salary
Subsidised cafeteria
Staff discounts on our range of products
If you are service-oriented, with the customer as your top priority, and you thrive in a fast-paced environment, we would love to hear from you. Don’t delay, click on the ‘apply’ button to submit your resume!
We look forward to receiving your application.
We are Family! For over 90 years, The Comfort Group has been dedicated to helping New Zealanders get a good night’s rest. 100% Kiwi owned and operated, we provide local jobs and invest in the local community.
We are a family-owned business, employing over 1,000 people across both countries. With family values, we’re a company that cares immensely about our people. They’re part of the family, essential to our success and some have even worked with us for over 50 years!
The Comfort Group is Australasia’s largest bedding and foam manufacturer, operating across seven factories nationally in New Zealand and internationally in Australia.
The Opportunity
Become part of an experienced team who will support and guide you to success and have a few laughs along the way. Reporting to the CS Team Leader, the position will include the following key responsibilities:
Taking and processing telephone orders for existing customers
Process orders promptly and accurately, ensuring all necessary documentation and systems are updated accordingly
To provide accurate information to the customer to ensure customer satisfaction
Communicate any product delays and intervene to provide support and assistance when a concern is raised and unresolved
Build relationships with key customers and internal teams
Advise all stakeholders daily of any delayed products and develop strategies in consultation with all parties to resolve issues.
Responding to customer telephone inquiries and taking necessary action to resolve problems.
Taking and processing telephone orders for existing customers.
Liaise with the manufacturing team to identify any issues that may impact customer orders, such as stockouts, machine failures, and distribution problems.
Respond to customer complaints or concerns with professionalism, working towards swift resolutions and ensuring customer satisfaction.
Identify and escalate complex or unresolved customer issues to the appropriate department, ensuring they are resolved promptly and effectively
Continuously seek opportunities to improve customer service processes and contribute ideas to enhance the overall customer experience
Skills and experience
The successful applicant will be a talented individual who is passionate about providing exceptional customer service and can easily identify the order of priorities. As well as:
Previous experience in a customer service role, preferably in a manufacturing environment
Excellent verbal and written communication skills, with a professional and friendly demeanour
Exceptional data entry skills, with a high level of accuracy
Strong problem-solving abilities, with the capacity to think quickly and provide effective solutions
Exceptional organisational skills and attention to detail, ensuring accurate and efficient order processing
Proficient computer skills and experience using SAP or a similar order management system, and Microsoft Office suite.
Ability to work in a fast-paced environment, managing multiple tasks and priorities simultaneously.
Strong team player with the ability to collaborate effectively with colleagues and cross-functional teams.
On Offer
Be part of a dynamic and supportive team within an organisation that values creativity, teamwork, and continuous learning. As well as:
Competitive salary
Subsidised cafeteria
Staff discounts on our range of products
If you are service-oriented, with the customer as your top priority, and you thrive in a fast-paced environment, we would love to hear from you. Don’t delay, click on the ‘apply’ button to submit your resume!
We look forward to receiving your application.
💡 Quick Summary
Seeking a career-building opportunity? The Customer Service Representative [FTC] position is now open for candidates interested in the Customer Care sector. This role in Auckland offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
