Senior Commercial Coordinator
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Tēnei tūranga – About the role
Standards New Zealand (Standards NZ) is New Zealand's national standards body, working closely with government, industry, consumer, and stakeholder groups to develop and provide access to standards that shape and improve the lives of all New Zealanders. Standards can play a key enabling role to grow value for New Zealand by facilitating trade and business and protecting the health, safety and well-being of New Zealanders.
Our role includes:
- Standards development. We offer stakeholders from a variety of sectors a range of pathways to develop new standards, update existing standards, or adopt overseas standards.
- International participation. We co-ordinate international participation in a wide range of ISO and IEC international standards and represent New Zealand, and its interests on the international standards stage.
- Access to standards. We publish, sell and enable access to New Zealand, joint Australian/New Zealand, and international standards through our web-shop, subscription and reseller services.
The Senior Commercial Coordinator will leverage their deep knowledge of Standards NZ systems, processes, products, services and operations to support customers by executing sales, resolving escalated queries, managing subscription accounts, and promoting Standards NZ products and services. They will act as the key liaison between Standards NZ and the MBIE contact centre, coaching and assisting call centre operators in resolving problems and customer inquiries. The role requires initiative, the ability to find solutions to problems, and the capacity to provide analysis that is easily understood by customers and stakeholders.
This is a busy and varied role that requires a good understanding of e-commerce systems, products and services, activities, and roles across Standards NZ, as well as providing technical systems and operational expertise and support to customers, the rest of Standards NZ, and the MBIE Contact Centre.
Key relationships:
- National Manager Standards NZ
- Manager, Business Systems and Operations
- Business Systems and Operations Team
- Other teams within Standards NZ
- MBIE Finance
- MBIE Contact Centre
- Clients and customers of Standards NZ
- Subscription account holders
- Suppliers of goods and services
- Stakeholders, including industry bodies, government agencies, large businesses etc
Ngā herenga – Requirements of the role
Personal Attributes
- Excellent time management skills, with the ability to set priorities and meet deadlines under changing circumstances.
- Strong customer service focus.
- Analytical and enquiring mind with good attention to detail.
- A problem solver who delves into the details and technical mechanics of processes.
- Known for a can-do, positive, and customer-focused attitude.
- Proven ability to use initiative, sound judgement, and discretion.
- Ability to be objective and exercise sound and evaluative judgements.
- Ability to maintain a high degree of confidentiality and manage sensitive information.
Skills and Experience
- Ability to handle customer escalations effectively.
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- Numerical ability and accurate data entry skills.
- Technically savvy with a good understanding of business systems.
- Ability to present ideas, information, and data in a clear and informative way.
- Excellent computer skills, including proficiency in Microsoft Office products.
- Methodical working style with strong process development skills.
- Experience in proactive process analysis and identifying areas for system improvements.
- Experience in using financial systems, accounts receivable, and payable.
- Ability to communicate information clearly, both orally and in writing, to a variety of audiences.
- Proactive approach with the ability to show initiative and work with minimal supervision.
- Ability to build constructive relationships with colleagues and be a team player.
- Experience in coaching and working in a contact centre or similar service delivery environment.
- At least 3 years’ experience in customer service and the use of business systems, including e-commerce.
- Must have the legal right to live and work in New Zealand.
Takohanga tuhinga o mua – Key accountabilities and deliverables
Responsibilities of this position are expected to change over time as the Ministry responds to changing needs. The incumbent will need the flexibility to adapt and develop as the environment evolves.
Customer and Team Support
- Analyse reports and listen to calls conducted by the contact centre, providing feedback and suggesting changes to knowledge articles and systems to address recurring customer issues.
- Provide and maintain expertise on standards, related products, and customer-facing systems.
- Ensure high-quality customer service when resolving queries.
- Manage access to customer-facing systems for customers.
- Manage existing Online Library subscribing customers and actively prospect for new customers.
- Manage digital publication, including that related to the web-shop
- Assist the Standards team with other ad hoc requests.
- Provide first point of contact for public and consumer email enquiries through management of the enquiries@standards.co.nz inbox.
- Respond to, and provide, customer advice, guidance and support services.
Sales Orders
- Ensure that all tasks related to sales and order fulfilments are carried out in a timely manner.
- Manage subscription services from initial enquiry and final setup through to maintenance and retention.
- Manage the daily print order runs for on-demand, bulk, and specialty item print jobs through the print supplier, ensuring timely delivery to customers and the warehouse.
Financial Management
- Create and manage suppliers and customers in the finance system.
- Undertake coding and processing of invoices, payments, refunds and overdue accounts.
- Provide support to other projects and initiatives of Standards NZ.
System Improvements
- Identify, scope, and lead the delivery of initiatives to increasingly make use of MBIE’s contact centre for customer
support queries. - Identify, scope, and lead the delivery of initiatives to reduce manual work and increase the use of Standards NZ’s systems to support customers and record customer interactions.
- Identify areas for continuous improvement in business systems.
- Develop user stories for system change requests.
- Conduct User-Acceptance-Testing when system changes are deployed.
- Record and manage processes of the role in the process management system.
Wellbeing, health & safety
- Displays commitment through actively supporting all safety and wellbeing initiatives.
- Ensures own and others safety at all times.
- Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
- Reports all incidents/accidents, including near misses in a timely fashion.
- Is involved in health and safety through participation and consultation.
Tō tūranga i roto i te Manatū – Your place in the Ministry
The Senior Commercial Coordinator reports into the Manager Business Systems and Operations within Standards New Zealand. Standards New Zealand is a business unit within the Ministry of Business, Innovation and Employment (MBIE). We are New Zealand’s national standards body and leading developer of standards and standards-based solutions. For more information go to Standards NZ(external link).
To mātou aronga – What we do for Aotearoa New Zealand
Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.
As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).
Ngā matatau – Our competencies
Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.
Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.
Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.
Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.
Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.
Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.
Te Tiriti o Waitangi
As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.
Mahi i roto i te Ratonga Tūmatanui – Working in the public service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission
