Resolutions Specialist

Description

Iplex Pipelines NZ is a leading manufacturer and supplier of plastic pipeline systems across New Zealand. Our products support a wide range of industries, including water supply, plumbing, sewerage, stormwater, irrigation, telecommunications and infrastructure. We are looking for a resilient, customer-focused Customer Experience Resolutions Specialist to join our team in Palmerston North. This is an opportunity for someone who thrives in a busy environment, enjoys solving problems and can confidently manage a wide range of customer enquiries from start to finish.

About the Role

This is a hands-on, customer service-focused role where no two days are the same. You will be responsible for managing customer enquiries, investigating issues and finding practical solutions that deliver a positive customer experience. Key responsibilities include:

• Responding to customer enquiries relating to pricing, product availability, delivery timeframes and order status.
• Investigating and resolving customer complaints, delivery issues and after-sales enquiries.
• Processing and coordinating customer credits, debits and billing adjustments.
• Liaising with internal teams, particularly Logistics, Sales and Finance, to investigate issues and achieve timely resolutions.
• Managing delivery-related enquiries, including proof of delivery, transport claims, returns and other order-related issues.
• Maintaining accurate records of enquiries, actions and outcomes within our systems.

About You

We're open to candidates from a variety of industries and customer service backgrounds. What's most important is your attitude, resilience and ability to take ownership of customer issues. You'll be someone who enjoys a challenge and understand that excellent customer service is about more than being friendly — it's about finding solutions, managing expectations and following through on commitments. To be successful in this role, you'll bring:

• Previous experience in customer service, customer support, contact centre or a similar customer-facing role.
• Strong verbal and written communication skills, with confidence communicating by phone and email.
• The ability to manage competing priorities and multitask effectively in a fast-paced environment.
• Resilience and confidence when dealing with challenging customers or high-pressure situations.
• Reliability, self-motivation and a strong sense of accountability.
• Experience using SAP or another ERP/customer management system would be advantageous, but it isn't essential.

What We Offer

• A full-time, Monday to Friday office based role with consistent hours of 8:30am to 5:00pm.
• The opportunity to join an established New Zealand manufacturing and supply business.
• A collaborative team environment where you can make a real difference to the customer experience.
• A varied role that offers opportunities to develop your problem-solving, communication and operational skills.

Ready to Make a Difference?

If you're a dependable, resilient customer service professional who enjoys solving problems, building relationships and taking ownership of outcomes, we'd love to hear from you. Apply now to join Iplex Pipelines NZ as our next Customer Experience Resolutions Specialist.