Operations & Administration Coordinator
Office Administrator / Customer Service – Otorohanga

We’re looking for a confident, personable and highly organised Office Administrator / Customer Service professional to join our Support Office team in Otorohanga.
This is a busy, varied front-line office role and an important link between our customers, tradespeople, other branches and management team.
As one of the first points of contact for Pratts, you’ll manage our front desk and showroom enquiries, incoming phone calls, customer bookings and the daily scheduling of our trade staff.
This is a full-time position, Monday to Friday, 7.30am–5.00pm.


The role includes:

* Managing front desk operations and showroom enquiries
* Professionally answering and managing incoming phone calls
* Responding to customer enquiries by phone and email
* Scheduling trade staff and coordinating job bookings with customers
* Managing schedule changes and communicating with customers and tradespeople
* Accurately entering jobs, customer details and relevant information into our systems
* Keeping customers informed and following up as required
* Job invoicing
* General office administration and data entry
* Liaising with tradespeople, administration staff, other branches and management
* Supporting the day-to-day workflow of a busy trade services business


What we’re looking for:

* Previous experience in office administration, reception, accounts administration, customer service or a similar office-based role
* Experience working in a busy office, reception or front-desk environment
* Strong telephone, reception and customer service skills
* Experience with invoicing, accounts or financial administration would be highly regarded
* Experience scheduling staff, coordinating appointments or managing customer bookings would be an advantage
* Strong computer skills, including Microsoft Office
* Excellent attention to detail and accuracy
* Strong organisational and time-management skills
* The ability to multitask, prioritise and manage competing demands
* Excellent verbal and written communication skills
* Confidence dealing with customers, tradespeople, suppliers and other team members
* A practical, common-sense approach to problem solving
* Reliability, punctuality and a strong work ethic


Experience in a trade services, plumbing, heating, building, construction or similar service-based business would be an advantage, but is not essential.


About the role

This position would suit an experienced office professional who enjoys customer contact and being at the centre of a busy workplace. Priorities can change throughout the day, so you’ll need to be organised, adaptable and able to keep things moving while maintaining a high level of accuracy.

You’ll be joining an established local business where you’ll play an important part in supporting both our customers and our wider team.

If you’re an experienced and capable office professional who enjoys working with people, takes pride in getting the details right and thrives in a busy environment, we’d like to hear from you. 

Email your CV and cover letter to office@pratts.co.nz  

----------------------------------------------------------------------------------------------------------------------------------------------

Location: Pratts Cambridge
Position: Operations & Administration Coordinator

Hours: Monday - Friday 7.30am - 5pm 

For over 60 years, Pratts has been the trusted name in plumbing, gasfitting, water services and heating for homes, farms and businesses across the Waikato and King Country. With showrooms in Cambridge, Otorohanga and Te Awamutu, we're a genuine one-call solution for our customers — backed by a team that knows its stuff.

We are seeking a highly organised, commercially minded Operations & Administration Coordinator to work alongside our Group Manager, supporting the day-to-day performance of our existing Pratts business while playing a key role in the growth of SureCool Refrigeration, our commercial refrigeration division and a major focus for the business over the coming years. This role will be based at our Cambridge branch reporting to our Group Manager.

This is a varied and fast-paced role that requires someone who can manage multiple priorities, improve systems and processes, and support operational efficiency across administration, scheduling, pricing, inventory and customer service.

About SureCool Refrigeration

SureCool is Pratts commercial refrigeration, heat pump and air conditioning division, delivering servicing, maintenance, repairs and installations across hospitality, retail and food businesses in Waikato and King Country — from restaurant walk-ins, supermarket chillers and bar fridges through to pharmacy cold storage, as well as heat pump and air conditioning systems for commercial and residential customers. It's a growing part of the business, and this role will play a pivotal part in supporting that growth.

Key Responsibilities

• Manage subcontractor and technician scheduling, coordination and invoicing, ensuring a consistent, steady flow of work across heat pump, air conditioning and commercial refrigeration jobs
• Support the growth of the SureCool commercial refrigeration division, including maintenance contracts, service scheduling and customer coordination
• Maintain accurate pricing, margins and profitability across products and services
• Source competitive supplier pricing and replacement parts via supplier websites and portals, ensuring pricing structures remain current and accurate
• Prepare accurate costings and margin analysis for installations and projects
• Assist with growth strategies, service expansion and operational improvements
• Inventory and stock management, including product ordering and supplier coordination of consignment stock
• Create and improve Microsoft-based templates, signatures and automated workflows to reduce manual administration
• Support heat pump and commercial refrigeration quoting and template management
• Prioritise workflow across multiple jobs, deadlines and divisions
• Work closely with management to improve efficiency, reporting and business performance
• Manage all SureCool Refrigeration accounts, including invoicing and reconciliation
• Manage branch job workflows and existing customer relationships, coordinating all Pratts customer enquiries through to our Support Office
• Provide customer-facing support across showroom and phone enquiries, processing all incoming enquiries promptly and accurately into our systems

Skills & Experience

• Advanced Microsoft Excel skills are essential along with experience using Google Sheets and workbooks
• Strong administration and operational coordination experience
• Excellent time management and organisational skills
• Ability to multitask and manage competing priorities in a fast-paced environment
• Strong communication skills with a practical and professional approach
• Commercial awareness with an understanding of pricing, profitability and margins
• High attention to detail and accuracy
• Confident working with subcontractors, suppliers and customers
• Experience in the heat pump, HVAC, commercial refrigeration, trades or construction industry would be highly advantageous
• Accounts/office experience at a senior level

Why Join Pratts?

• Be part of a well-established, respected Waikato business with over 60 years of history
• Play a key role in the growth of SureCool Refrigeration — our expanding commercial refrigeration, heat pump and air conditioning division — with real scope to shape systems and processes
• Supportive team environment with close mentoring from the Group Manager
• Stable, full-time role with variety and genuine responsibility

If you're a proactive, detail-driven coordinator who enjoys keeping a busy operation running like clockwork, we'd love to hear from you. Apply now with your CV and a brief cover letter outlining your relevant experience.

Send your CV & Cover Letter to hr@pratts.co.nz