Customer Service Officer

at  Metcash

JOINING THE METCASH FAMILY

At Metcash, you’re part of something bigger. You have all the perks of a small business heart, without missing out on the big business support.
Being part of something bigger means you’re part of a strong purpose, where the work you do makes a big difference to independent business and local communities. It opens a sea of opportunities to develop yourself, grow your career, thrive your way and make your mark. And you’ll be part of our high performing team, where you reap the rewards of our collective success now and into the future.

ABOUT US

Metcash is Australia’s leading wholesale distribution company, with revenue 1 exceeding $18 billion in FY23. We’re also an ASX top 100 listed company.
We believe that it is absolutely vital to Australia that there is a sustainable, independent, family-owned business sector. Independent retailers support their local communities. We help them to be the ‘Best Store in Their Town’ by providing merchandising, operational and marketing support across our food, liquor and hardware pillars.
We’re dedicated to fostering diversity and inclusion in our workplace and are proud to be an equal opportunity employer. Joining our team means becoming part of something bigger, a company that actively promotes diversity, champions charitable causes, and supports environmental efforts. We welcome applications from individuals of all backgrounds, including First Nations. If you have any specific support or access needs, please don’t hesitate to inform us when you apply. Rest assured; your personal information will be handled with the utmost confidentiality in accordance with applicable privacy laws.

• Answering all inbound call types in accordance with the Customer Service Quality Assurance Program.
• Timely management of incoming phone enquiries and orders.
• Ensure all customer orders are processed correctly in a timely manner to ensure warehouse cut-off times are met, allowing the warehouses to operate efficiently.
• Driving customer conversion of manual orders (telephone/email) to more efficient web portal ordering.
• Ensure professional and courteous liaison with various internal stakeholders and external services.
• Management of customer conflict resolution.
• Accurately input all orders (both supplier and customers) ensuring optimum service levels.
• Liaise with internal and external stakeholders to optimise service and sales opportunities ensuring a total supply solution for your customers

You’re Likely a Match If

• Excellent phone manner when dealing with customers and other internal and external stakeholders.
• Excellent verbal and written communication skills.
• Excellent ability to analyse information and make appropriate decisions and suggestions.
• Ability to listen attentively and demonstrate patience with difficult callers.
• Ability to analyse information, negotiate and make appropriate decisions and suggestions.
• Ability to effectively interact with employees at all levels of the organisation and work with people from diverse backgrounds
• Experience in a high-volume call centre desirable
• Liquor industry experience desirable.