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.
Australian Liquor Marketers (ALM) is the Liquor wholesale division of Metcash.
We are the largest wide range wholesaler to the independent liquor trade.
Being part of something bigger in the ALM team is all about making a huge difference for the local retailers, businesses and communities we service.
And while you're championing successful independents, the wider Metcash family is behind you with a sea of opportunities to develop yourself, grow your career, and make your mark.
About the Opportunity We have an exciting opportunity to lead the Liquor (Australia Liquor Marketers) Customer Service Team and oversee all functions across Australia.
In this newly created role, you will work closely with the Customer Experience Manager and have two direct reports.
Your responsibilities will include governance and culture, customer-centricity, performance metrics management, risk management, financial planning, and people management.
In this Role You Will... • Efficiently allocate, supervise, manage, and develop a team of over 20 customer service operators.
• Ensure all customer service operators are equipped with the necessary skills for efficient performance, with cross-training provided across all customer service functions.
• Drive high customer experience standards, meeting SLAs and KPIs to deliver successful outcomes.
• Ensure customer orders are processed accurately and promptly, meeting warehouse cut-off times for smooth warehouse operations.
• Promote customer adoption of automated systems, shifting manual orders and claims to more efficient processes through the web portal and back-office systems.
• Liaise with suppliers and internal/external parties on charge-throughs, stock allocations, and special event ordering requirements.
• Develop and prepare key performance indicators (KPIs) for the department, and generate monthly management reports.
• Manage customer claims to ensure swift and effective resolution.
• Oversee the liaison between suppliers, customer groups, ensuring timely resolution of issues.
You're Likely a Match If You Have… • Extensive experience managing a high-volume call center.
• Proven ability to effectively handle challenging stakeholders.
• Strong background in managing and developing staff.
• Experience in the liquor industry or other FMCG sectors is desirable.
• Proficient in Microsoft Excel and legacy IT systems.
• Skilled in issue resolution involving multiple IT and customer stakeholders.
• Strategic mindset with the ability to think creatively and develop innovative solutions to complex people-related and business challenges.
• Comfortable working with ambiguity, with a passion for innovation and making an impact.
• Proven ability to influence at the executive level and across the business, with strong stakeholder management skills.
Life at Metcash Experience a supportive and flexible work environment.
We are a FlexReady accredited workplace!
Enjoy a 5th week of annual leave every year after your first year.
Benefit from 2 well-being days and 1 volunteer day annually.
An abundance of learning, development, and career growth opportunities.
12 weeks of gender-neutral paid parental leave for primary carers.
Proudly awarded the "Bronze Employer for LGBTQ Inclusion".
Recognized as the 74th in "Equileap Top 100" globally for initiatives on gender equity.
?A neutral gender pay gap of under 5% as published by WGEA 2022- 2023 Gold accreditation by Mental Health Australia.
Incredible value discounts and perks through our team member app, "Our Local".
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.
Join us and become part of something bigger!
#INFLA #LI-ER1
