Auckland Customer Service Team Leader

Where Service Meets The Road.

At Mainstream, we move, manage, and store freight across New Zealand and around the world. As a nationwide transport and 3PL provider, we’ve built a reputation for Service Excellence, Customer Focus, and people who are willing to go the extra mile. Our goal is simple — to become the market leader. To be the best.

We’re looking for an experienced Customer Services Team Leader to join our Auckland team and support the day-to-day leadership of our Customer Services function.

This is a full-time hands-on role working Monday to Friday, supporting the Auckland Customer Services Manager while also actively handling customer service duties as part of the team. The role provides leadership support, operational coordination, and leadership coverage when the Customer Services Manager is offsite or absent.

 

Why this role matters

You’re not just supporting a team; you’re helping keep Mainstream moving.

 

From managing customer enquiries and supporting daily operations to helping coordinate workflows and providing leadership support across the team, your leadership ensures customers stay informed, freight keeps flowing, and problems get solved quickly.

 

You’ll play a key role in creating a high-performing, customer-focused culture while working closely with Operations, Finance, and leadership teams across the business.

 

The key responsibilities of this position are:

• Support the Auckland Customer Services Manager with the day-to-day coordination of the Customer Services team
• Provide leadership support and operational coverage when the Customer Services Manager is offsite or absent
• Handle customer calls, emails, escalations, and service enquiries in a timely and professional manner
• Support and guide team members with customer queries, workflow and daily operational issues.
• Ensure customer calls, emails, and requests are handled professionally and efficiently
• Work closely with Operations teams to support smooth freight movement and communication
• Monitor team performance, workflow, and service standards
• Identify opportunities to improve customer experience and operational efficiency
• Support reporting, administration, and coordination activities across the branch
• Build strong relationships with customers and internal stakeholders
• Promote a positive, solutions-focused, and team-oriented culture

 

To be successful in this position, you will have the following skills and experience:

• Previous experience in a customer service leadership or team leader role
• Experience within transport, freight, logistics, or a fast-paced operational environment preferred
• Strong leadership and people management skills
• Excellent verbal and written communication abilities
• Ability to work under pressure and manage competing priorities
• Strong problem-solving skills and the ability to think on your feet
• A proactive mindset with a continuous improvement focus
• High attention to detail and strong organisational skills
• Strong Microsoft Office skills, including Excel

 

What we offer

• A hands-on leadership role within a nationally recognised logistics business
• A fast-paced, supportive team environment
• Opportunity to grow and develop your leadership career
• Competitive remuneration and career progression opportunities
• A workplace that values teamwork, safety, and service excellence

 

If you’re a strong people leader who thrives in a fast-moving environment and enjoys delivering great service, we want to hear from you.

Eligibility: Applicants must be New Zealand citizens, residents, or hold a valid NZ work visa.