Full time
The Metcash story began from the humble origins of our first family-owned corner store in 1927. For almost 100 years since then, we've been backing independents and strengthening the communities we operate in.Today, Metcash (ASX: MTS) is Australia and New Zealand's leading independent retail partner and wholesaler in the food, liquor, hardware, and tools industries, with sales of over $18 billion in FY24. We provide our network with marketing, purchasing, warehousing, distribution, and systems support.
Joining the Metcash Family At Metcash, you're part of something bigger. You get 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. While you're championing successful independents, the wider Metcash family is behind you with opportunities to develop yourself, grow your career, and make your mark.
About the Opportunity The Customer Service Team Leader is responsible for the effective and efficient management of the WA, SA, and NT Customer Service functions. This role will champion training efforts for direct reports, facilitating ongoing cross-training across all facets of customer service responsibilities. Additionally, the Team Leader will manage responses to internal and external requests, including handling complaints, resolving transactions, and addressing customer conflicts. This position is the primary interface between distribution, retailers, and suppliers, ensuring swift and effective resolution of issues.
In this Role Oversee daily customer service operations, ensuring high standards and satisfaction, and serve as the primary contact between Distribution and retailers for issue resolution.Lead training and development for direct reports, focusing on cross-training and skill enhancement to maintain a knowledgeable and flexible team.Address and resolve internal and external complaints and conflicts, coordinating with relevant teams to maintain high service standards.Support broader business initiatives by collaborating with various departments, enhancing service levels, and streamlining processes for continuous improvement.Develop reports to track trends, identify anomalies, and propose solutions using data insights to improve the overall customer experience.You're Likely a Match If Experience in data management, customer relations, people management, and process improvement.Advanced MS Office skills, particularly in MS Excel.Strong leadership and team management skills.Exceptional attention to detail and data accuracy.Excellent communication and interpersonal abilities.Ability to work effectively within defined SLAs.Life in ALM 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 'Bronze Employer for LGBTQ Inclusion'.
Recognised as 45th in the global 'Equileap Top 100' 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 exceeding $18 billion in FY23. We're also an ASX top 100 listed company.
We believe that it is 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 be part of something bigger!
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