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