The Opportunity
We’re looking for a proactive and customer-focused Customer Experience Coordinator to join our Furnware NZ team, based at our Hastings head office.
This is an 8-month fixed-term position providing maternity leave cover within our Service Delivery team. This role is at the heart of our Service Delivery function, ensuring every customer receives an exceptional end-to-end experience from order placement through to delivery and follow-up.
You’ll be the key connection between customers, freight partners, production and internal teams, making sure orders are delivered in full, on time, and with clear communication at every step.
This is a busy, hands-on coordination role where organisation, communication, and a genuine customer-first mindset make all the difference.
About Furnware & Resero
Furnware is a New Zealand market leader in innovative, New Zealand designed and manufactured school furniture. Our purpose is to create inspiring learning environments that support better learning outcomes for students and educators.
As part of the wider Resero Group, we’re a privately owned Australasian business with a long history of design innovation. Our brands, including Furnware and Sebel, are trusted in schools and learning environments across New Zealand, Australia, and beyond.
We work closely with our customers to understand how learning spaces are used in the real world and design furniture that makes a meaningful difference.
What you’ll be doing
Customer delivery experience
- Contact customers within 48 hours of order placement to confirm delivery details and expectations.
- Proactively communicate any delays, changes or delivery issues to customers, carriers and internal teams.
- Work closely with dispatch and production teams to ensure orders are delivered on time and in full.
- Follow up with customers after delivery to confirm satisfaction and capture feedback.
- Support delivery performance measures including NPS, DIFOTIS and complaints tracking.
Customer issues and communication
- Log and manage customer issues through CRM systems.
- Communicate resolutions clearly, including timeframes and next steps.
- Maintain accurate records of all customer interactions.
Frontline customer contact and office support
- Act as the first point of contact for inbound phone enquiries.
- Greet and support visitors to the Hastings office.
- Ensure messages, calls and enquiries are directed and followed up appropriately.
- Support general office coordination including meetings, communications and supplier coordination.
- Assist with office presentation, supplies and day-to-day administration.
About you
You are organised, calm under pressure, and genuinely enjoy helping customers. You take pride in clear communication and making sure things run smoothly behind the scenes.
We’d love to hear from you if you have:
- Experience in customer service, coordination, logistics or administration roles.
- Strong communication skills with a natural customer-first approach.
- Excellent organisation and the ability to manage competing priorities.
- Confidence using systems such as CRM, ERP or similar platforms (Epicor experience an advantage).
- Strong attention to detail and follow-through.
- A proactive, helpful attitude and willingness to jump in where needed.
- Experience in manufacturing, supply chain or service delivery environments is an advantage.
You’ll also need to be available to work Monday to Friday from our Hastings office.
Why Furnware / Resero
- Be part of a New Zealand design and manufacturing success story.
- Modern offices with sit-to-stand desks and new IT equipment.
- Join a collaborative, down-to-earth team.
- Fixed-term full-time opportunity with the potential to gain valuable experience within a leading Australasian business.
- On-site perks including free snacks and access to wellbeing initiatives.
If you enjoy working with people, solving problems, and keeping things running smoothly from order to delivery, we’d love to hear from you.
Apply now.
