Customer Care Manager - Continuous Learning Opportunities

ROLE SUMMARY:
  
Your primary responsibilities are to manage all customer communication incoming to the ECOYA office and to provide support to the Head of Sales and Business Development Managers. This includes:

• Managing all incoming enquiries across the ECOYA brand including Wholesale trade and Consumers.
• Managing the receipt, processing, and delivery of AU & NZ customer orders.
• Supporting the sales team by providing accurate communication between departments.
• Managing priorities in line with sales trend fluctuations and working with management to ensure adequate staffing levels are optimised to maintain a high level of customer service.

  
Your other responsibilities may include any other duties that we reasonably require you to do.

We may change your duties from time to time to reflect the changing requirements of your position and our business.

This is a 12-month fixed-term contract. 40-hour week, based in Head Office, Auckland.

KEY RESPONSIBILITIES:
Customer Care – Wholesale Trade

• Build and maintain positive relationships with existing and new wholesale customers, ensuring their needs and expectations are exceeded.
• Act as an escalation point for all customer enquiries, resolving issues and addressing concerns promptly and professionally.
• Providing training and support to the ECOYA Customer Care Coordinator to ensure they can effectively carry out their duties.
• Provide support to the ECOYA BDM’s across all channels and markets.
• Coordinating with the Sales and Operations teams effectively to ensure the successful onboarding of all new customers.
• Complete management of the ECOYA customer database via NetSuite and all outward-bound transactions relating to sales orders and returns with attention to detail and accuracy.
• Closely manage fulfilment and delivery of all major customers ensuring delivery dates and DIFOT KPIs are met.
• Maintaining the functionality of the ECOYA Trade Portal and providing training to the customers and staff when required.
• Stay up to date with the ECOYA product collections, features, benefits, and pricing to effectively assist the customers and sales team with queries.

  
Customer Care - Consumer

• Manage all incoming enquiries from consumers to ensure customer satisfaction is maintained at the highest level.
• Act as an escalation point for all customer enquiries, resolving issues and de-escalating complaints.
• Ensuring the correct management and processing of customer replacements are adhered to efficiently managing the cost to the business.
• Providing data to the wider business where required on complaints and quality control via the QC register and quarterly reports.

  
Sales Reporting, Analysis & Accounts

• Assist the Sales team with producing historical sales reports when required.
• Analysis as required on stock, warehouse performance, and sales to provide insights to the management team to develop strategies for growth and cost savings.
• Pass on customer and sales team feedback to identify improvement areas in our products and services.
• Ensuring strict adherence to all finance procedures across the board.

  
  
3PL Management

• Fostering and practicing clear and effective communication between Sales and Operations teams to maintain a healthy workflow between the two departments.
• Assisting the Operations team by maintaining a positive relationship with the 3PL warehouses to achieve a world class delivery experience for the ECOYA customer.
• Oversee the efficient and accurate processing of wholesale orders, including order entry, inventory management, and delivery coordination.
• Close management of stock levels across both markets and channels and assisting sales teams with reallocation of stock where required.
• Log, monitor, and report on KPIs derived from customer and internal issues.
• Participate in the monthly and quarterly reviews of KPI with our 3PL providers.

  
  
EDUCATION AND EXPERIENCE:

• Proficient in CRM and other computer applications Microsoft based (Outlook, Word, Excel, Chrome, NetSuite and Opmetrix are advantageous)
• Proven experience in web applications such as Gorgias, Zendesk, and Shopify.
• Use of external trade portals and warehouse/courier platforms.  
• In-depth knowledge of warehousing and logistics procedures and operational processes is essential.
• Proven experience in Customer Service management with a focus on sales support, preferably in the wholesale industry.
• Strong understanding of the home fragrance category or a willingness to learn.
• Excellent communication and interpersonal skills.
• Ability to lead, motivate, and coach a team.
• Problem-solving and conflict-resolution abilities.
• Sales-driven mindset and a passion for achieving sales targets.

THE TEAM:
The ECOYA team is a small group of passionate and creative self-starters dedicated to building the brand globally. Our entrepreneurial spirit is something we take great pride in and rolling up our sleeves to get things done is second nature. Based in Auckland, we are committed to refining our proposition and listening to our customers. We work hard and celebrate our successes.

ABOUT US:
Founded in 2004 and known for its collection of luxury fragranced soy wax candles, ECOYA has seen significant growth over the last three years. A growing brand presence and effective new product development have been the driving forces in ECOYA’s growth to date. ECOYA has a broad distribution in over 1,200 stores and boutiques throughout Australia and New Zealand, including a strong presence in leading Australian department stores. The brand is also focusing on growing existing and new distributor partnerships in international markets.

For more information on ECOYA please visit www.ecoya.com