Customer Service Lead – Fixed term

About ZIWI

ZIWI is built around a clear mission: helping every pet reach its best every day of life. The company is New Zealand’s top exporter of pet food and a worldwide leader in air-dried pet nutrition, with a focus on premium products and excellent customer experiences for markets across the globe.

Role overview

ZIWI is seeking a proactive, customer-first Customer Service Lead to manage the complete customer order journey for the North America market. This position plays a key part in strengthening customer partnerships, coordinating complex export operations, working closely with cross-functional teams, and using data to improve service outcomes.

Employment details

This is a full-time, fixed-term position for 12 months. The role is based onsite at ZIWI’s modern office in Awatoto, Napier, Hawke’s Bay, New Zealand.

Key responsibilities

• Develop and maintain trusted customer relationships by understanding business needs and delivering a high-quality service experience.
• Handle customer orders in coordination with Sales, Planning, and Production teams.
• Provide timely and proactive updates to customers regarding order progress, delivery timelines, and any changes.
• Arrange export paperwork, including health certificates, shipping documents, and compliance-related requirements.
• Track shipping movements and help ensure products arrive on schedule.
• Review customer and operational data to spot trends, strengthen performance, and support better decision-making.
• Drive ongoing improvement initiatives that raise both customer satisfaction and operational efficiency.
• Work with teams in New Zealand and overseas to achieve strong outcomes.

What we are looking for

The ideal candidate will combine strong customer service capability with solid operational understanding. You should bring experience in customer service, customer operations, supply chain, or export logistics, along with the ability to build relationships and manage stakeholders effectively. Strong organisation, attention to detail, and a proactive approach to solving problems are important. Comfort working with data, reports, and performance measures is also expected. Experience with export documentation or international logistics would be an advantage. Good communication skills, a team-oriented mindset, and a passion for continuous improvement are essential.

Who should apply

Applicants who have a background in customer service, operations, supply chain, or export logistics and who are motivated to deliver excellent customer experiences in a fast-paced international environment are encouraged to apply.

Additional information

This opportunity is with an ambitious New Zealand business that values premium service and operational excellence. The role supports the North America market and requires close collaboration across local and international teams.