EMEA Customer Care Manager

The purpose of this role is to provide reliable, customer‑focused support to both B2B and B2C customers across the EMEA region.

The role also supports consistent Customer Care processes through close collaboration with internal teams and external partners.

Key Responsibilities for the role include:

Customer Support

• Provide day‑to‑day support and advice to B2B and B2C customers
• Respond to customer inquiries in a timely and accurate manner
• Handle customer issues and complaints, and support their resolution

Sales & Account Support

• Partner with the Sales Director and Key Account Managers to support daily operations
• Prepare and follow up on customer inquiries
• Provide accurate order information and customer master data
• Coordinate delivery dates, order status, and customer‑specific requirements
• Prepare sales reports and monthly billing statements

Coordination & Collaboration

• Ensure clear and consistent information flow between customers, internal departments and external partners
• Work closely with teams such as Finance, E‑Commerce, Supply Chain, and logistics service providers
• Coordinate with international teams, including the parent company in New Zealand, with consideration for time‑zone differences

Order & System Management

• Manage and process customer orders from start to completion
• Maintain accurate data in Microsoft Dynamics
• Use and maintain multiple systems and platforms, including Microsoft Dynamics, Shopify, Gorgias, Mainchain and Customer‑specific portals (Training and support will be provided where needed)

Process Improvement & Compliance

• Review customer service processes and identify opportunities for improvement
• Support basic audit activities in cooperation with relevant departments

Administrative Support

• Complete administrative and organisational tasks within Customer Care
• Process customer inquiries, adjustments, and credit notes
• Support accurate documentation and record‑keeping