APL Manufacturing is part of the Profile Group and is a market leader of window and doors systems in New Zealand, manufacturing in the heart of the Waikato. We work right across the building industry, to make tomorrow’s buildings possible, today.
About the Role
This is a hands-on leadership role. You'll be the first point of escalation for a team of four — two experienced Customer Service Representatives, an NCR/Order Corrections Coordinator, and an Admin & Operations Support team member — responsible for their performance, quality, attendance, and workflow. You'll turn day-to-day activity into clear, regular reporting for your manager on trends, issues, and corrective actions.
What You'll Do
- Own the day-to-day running of the Customer Service team, freeing up your manager to focus on customers and commercial relationships.
- Lead, coach, and develop your team, building confidence, capability, and consistency across the group.
- Oversee daily order processing, customer queries, and service levels, ensuring accuracy and turnaround times are met.
- Manage the NCR (non-conformance) process end-to-end, from root cause investigation through to corrective action.
- Act as the first point of escalation for complex or sensitive customer and supplier issues.
- Provide structured, proactive weekly reporting on team performance and emerging risks.
Why Join Us
This is a newly created position with genuine ownership from day one. You'll have real autonomy over how the team runs day-to-day, direct input into how processes evolve, and high visibility across the wider business. It's suited to someone who wants to build and shape a team, not just maintain one.
