Customer Success Co-Ordinator

The Role

Fisher & Paykel is an iconic New Zealand brand, a global company with a strong local heritage. Our origins inspire our culture of curiosity and passion to develop solutions designed around people – these are some of the core elements that make us unique.

We are driven by our values of being trusted, sustainably minded, innovative, generous, and curious. As a team we take a collaborative approach and have a working environment where all ideas are heard, evaluated, and tested against our leading goal - to be the world's most human-centred appliance brand.

We are entering an exciting new phase in the evolution of our luxury brand, as we expand our presence in Tāmaki Makaurau Auckland into a state-of-the-art three-site campus. Our Global HQ in Penrose, Distribution Centre in East Tāmaki and our world leading Global Experience Centre in the Grey Lynn.

Connected across the Auckland isthmus, our campus sites combine to tell the story of our people, our brand and our future legacy. These bespoke, purpose-built developments located strategically across the region will see Fisher & Paykel create a centre for excellence in appliance design and innovation in Aotearoa New Zealand.

Customer Success Co-Ordinator

Based at our current East Tāmaki Design Centre, this hybrid role (3 days a week in the office), is a great opportunity for a progressive individual looking to build their career within the appliance industry, to join as we continue to enhance our offerings for our key Group Housing & Specifier Designer and Architects (SDA) customers. Delivering first class premium service. In this role, you will gain and learn valuable skills partnering with Customers, Sales teams, Demand teams, Global Sales Support and Logistics to ensure a smooth transition from the initial order to delivery.

This role would suit someone who enjoys working at pace, who is highly curious, has a propensity to want to learn and develop and who thrives on being organised and collaborating with departments to meet deadlines. Ability to adapt and build effective relationships in a dynamic environment is paramount in this role to ensure all departments are aligned ensuring effective communication to deliver the best service for our customers. This role requires a dynamic, solutions oriented, true people-centric person, backed up with strong organisational/project management skills to keep multiple balls rolling.

Ability to quickly understand various software platforms and aggregate the data into actionable information by being curious and learning on the role are also key aspects of the successful candidate.

Key responsibilities

• Collaborate and proactively engage with your customers and internal stakeholders on developing an aligned delivery plan for orders and projects.
• Partner cross-functionally with multiple departments and be the voice of the customer within the business.
• Drive adherence to efficient and effective processes and practice, consistent delivery, and timeliness to meet customers’ needs.
• Build strong partnerships with key customers ensuring that we are delivering effectively and delivering best in class service with continuous improvement front of mind to deliver on their strategic plans.
• Support inhouse teams on the achievement of sales targets, and growth aspirations as per internal and customer success plans
• Ensure JDE, Salesforce and other systems are current and accurate to ensure visibility of pipeline and customer fulfilment delivered to plan.
• Actively pursue and recommend upsell opportunities with current established accounts, emphasising service, product features and benefits.
• Act as a brand ambassador in all interactions with customers ensuring the Fisher & Paykel brand image is upheld at all times.

To be successful in this role, you will

• Have minimum of 2 years’ sales/customer service experience with a proven track record in meeting or exceeding metrics.

• Be analytically minded with the ability to evaluate sales data to provide future recommendations.
• Possess demonstrated ability to build long lasting relationships cross functionally.

• Have a desire to develop existing capabilities and become a promotable resource within the organisation fulfilling future roles.
• Be tenacious in seeking the best outcome for your customers.
• Have excellent communication skills with the ability to adapt to different stakeholders as appropriate.
• Be an effective problem-solver bridging the gap between client needs and our business needs.
• Have the knack to demonstrate insights to our key builder partners, whilst also promoting the valuable services that we have to offer.
• Experienced in customer service, relationship and project management.
• Ability to adapt and learn new sales & order management software platforms.

What we offer

We can give you the rare opportunity to move into a large, complex global organisation headquartered in NZ, where you will gain wide exposure across the business. This role has diverse and exciting challenges and the chance to continually learn and develop.

Along with a competitive salary, flexible working, ongoing development and excellent growth and progression opportunities, as a valued member of our team you’ll enjoy generous discounts on Fisher & Paykel and Haier products, life & disability insurance, discounted medical cover, access to our superannuation scheme, access to our leading Whanau/Family leave offering, our subsidised staff café, and free car parking when you are on-site. 

All this, coupled with great leadership and backed by a world leading heritage brand that is consistently ranked as one of New Zealand’s most Trusted Brands… year after year.

https://www.trustedbrands.co.nz/

Apply including your CV and a cover letter.

From the grandest of ideas to the smallest of details, every day we're turning our passion into performance and improving life through good design.

Here at Fisher & Paykel we're passionate about our customers and we care about the details. It's this passion that inspires us towards reaching our goal - to become the most human-centred appliance brand in the world.

#LI-CU1 #LI-Hybrid

Fisher & Paykel is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.