Customer Experience Consultant

About the Role

We’re seeking a highly motivated professional to join our Customer Experience team in Auckland. You will be the voice of Steel & Tube for all calling customers, providing professional, efficient and knowledgeable service while promoting our full range of Roll Forming and roofing products, including profiles, purlins, structural steel and more.

This position goes beyond standard call handling. You’ll deeply understand customer needs and environments, recommend tailored solutions that add real value, follow up on quotes, identify opportunities to grow share of wallet, manage credit processes efficiently, and collaborate closely with Sales, Branch and Manufacturing teams to ensure every interaction delivers the right product at the right time.

Your fluent Mandarin skills will be key to building trust and delivering exceptional experiences for our growing Asian client base, helping overcome barriers, strengthening long-term relationships and contributing to overall business growth while embodying our ‘One Company’ approach.

Key Responsibilities

• Provide superior customer service and represent the Steel & Tube brand while understanding our full product offering, pricing and promotions.
• Develop enduring personal relationships with customers (especially Asian clients), understand their challenges and goals, and identify growth opportunities.
• Follow up on quotes, address concerns promptly, manage credit appropriately and deliver true customer delight.
• Support the wider CX team during peak periods, contribute to continuous improvement and maintain accuracy, efficiency and key metrics.
• Collaborate with Sales, Product and Branch teams to exploit opportunities across infrastructure, construction, manufacturing and rural sectors.
• Uphold strict QHSE standards and live our core values: United, Open, Trusted, Integrity and Accountable.

About You

You have proven experience in a fast-paced customer service environment, ideally within steel, roofing or construction. You are commercially aware, detail-oriented, technology-savvy and thrive when operating at pace. Fluent Mandarin (spoken) is essential to effectively support our Asian clientele, alongside strong communication, negotiation and relationship-building skills. Familiarity with business software systems is highly advantageous.

Why Steel & Tube

Steel & Tube offers a supportive national team environment where you can make a real impact, work with premium steel and roofing products, and grow your career with New Zealand’s premier steel solutions company serving major sectors nationwide.

If you’re a fluent Mandarin-speaking customer service professional ready to deliver exceptional experiences in Auckland, apply now!