Customer & Supplier Experience Representative

Te Tūranga | About the Role:

Our Customer and Supplier Experience Representatives provide a variety of support to our key external suppliers and internal staff. In this varied role, you will have the opportunity to work across our business learning everything you need to know to support our people.  You will be responsible for providing excellent customer service, working with a team of four front-line customer experience representatives. 

In addition to supporting our farmer suppliers and livestock reps, you will also maintain our supplier records and digital support, build your customer service capability by discovering new communication tactics and grow your expert knowledge about company products and services. You may also be given the opportunity to work on various projects too. 

The key tasks would be:

• Inbound and outband call management
• Provide outstanding first call resolution for our farmer suppliers
• Proactively support our livestock team with account queries, bookings and enquiries
• Email, data and CRM management
• Digital platform support

Ōu Pūkenga | About You:

You will be energetic and have a can-do attitude. You should be motivated to support others and have a keen desire to work with a team that deliver good customer experiences to everyone that contacts us. In addition you will have;

• Demonstrated experience in providing exceptional customer service
• Excellent written, oral, and interpersonal communication skills
• A customer-centric approach to problem solving, able to provide proactive, friendly and helpful experiences
• Keen attention to detail with ability to prioritise and multitask

Te Ahurea | Why work at Silver Fern Farms?

Silver Fern Farms are all about Creating Goodness from the Farms the World Needs. Creating goodness is about taking a broader view of what goodness means and how we can create it and the impact it can have. That Goodness is created through the work of our People, the skill & expertise of our Farmers and our customers around the globe. ‘Goodness’ is also about being good to people and communities, animal welfare, and showing care and respect for the environment. 
 

We offer subsidised health and life insurance, and the opportunity to continuously learn and develop and we support a work life balance with our flexible work policy.

Tono Mai | To Apply:

We assess applications as they are received so click on the "Apply" button to submit your application today. Applications close Sunday 27 September.

Silver Fern Farms welcomes people from all backgrounds and walks of life. We are proud to have a diverse and inclusive environment and are committed to providing equal opportunities for all team members and applicants. Come and create goodness together with us. 

You can see more about our commitments to our people and their work by visiting our Belong Here webpage: https://careers.silverfernfarms.com/nz/en/belong-here

Responsibilities

• Answer inbound telephone calls and email enquiries from suppliers and the public in a courteous and professional manner.
• Maintain and update supplier account information within internal systems.
• Provide timely resolutions to supplier and customer queries, escalating complex issues as needed.
• Represent Silver Fern Farms at the annual A&P (Agriculture & Pasture) show and other supplier events.
• Prepare and distribute regular reports on supplier interactions and service metrics.
• Collaborate with internal departments to ensure accurate information is communicated to external stakeholders.
• Identify opportunities for process improvements in supplier and customer service workflows.
• Maintain a comprehensive knowledge base of products, services, and company policies.
• Assist with the preparation of promotional and informational materials for supplier events.
• Ensure compliance with company standards, health and safety, and data protection regulations.

Qualifications

• Excellent verbal and written communication skills.
• Previous experience in a customer service or supplier liaison role.
• Proficiency with Microsoft Office Suite and CRM/database systems.
• Strong organisational and multitasking abilities.
• Ability to work independently and as part of a team.
• High level of attention to detail and accuracy.
• Positive attitude with a focus on delivering exceptional service.
• Flexibility to travel to events such as the annual A&P show.
• Basic understanding of the agricultural or food processing industry is an advantage.
• Relevant tertiary qualification or equivalent experience.