Customer Service Representative

Company Overview

Refspecs, also known as Refrigeration Specialties Ltd, supplies refrigeration and air conditioning parts to trade clients throughout New Zealand and the Pacific. Operating from Penrose, Auckland, the business is built around accurate product matching, dependable supply, and support from staff with strong technical knowledge. Its product range includes respected brands such as Castel, Parker, Dorin, Ranco Pego, and Fullgauge. The team works directly with HVAC and refrigeration customers to help them source the right components for installations, repairs, and ongoing maintenance.

About the Role

This is a full-time, on-site position in Penrose, Auckland for a Customer Service Representative. The role centres on handling customer questions by phone, email, and face to face, sharing product details, and supporting the order process from start to finish. You will help trade customers identify suitable parts, confirm inventory, prepare quotes, and coordinate with warehouse and sales colleagues to keep deliveries on schedule.

Key Duties

• Respond to customer enquiries across phone, email, and in-person channels.
• Provide accurate product and brand information to support correct part selection.
• Assist with processing orders and following them through to completion.
• Check stock levels and coordinate availability with the warehouse team.
• Prepare quotations for trade customers.
• Work with sales and warehouse staff to support timely dispatch and delivery.
• Maintain up-to-date customer records and trade sales information.
• Carry out stock taking as required.
• Deliver a professional, friendly, and solution-focused customer experience.
• Build knowledge of product ranges, specifications, and technical details to guide customers effectively.

Candidate Profile

The ideal applicant will have a strong background in customer-facing work, especially in technical or trade-related environments. Experience in customer service or support roles, including order handling and issue resolution, will be valuable. Good communication, active listening, organisation, and attention to detail are important, along with confidence working with product data, CRM systems, and order entry tools. Exposure to refrigeration, HVAC, or similar industries would be an advantage. A willingness to learn brand ranges and technical terminology is also important.

Qualifications

• Previous experience in customer-facing roles, ideally within trade or technical settings.
• Background in customer support, customer service, or order management.
• Strong ability to communicate clearly and maintain good customer relationships.
• Interest in or exposure to refrigeration, HVAC, or related industries is beneficial.
• Good spoken and written communication skills, with a problem-solving mindset.
• Strong organisational skills and close attention to detail.
• Ability to work with basic computer systems, CRM platforms, and order processing software.
• Willingness to learn product lines and industry-specific terminology; trade or customer service qualifications are an added advantage.