28d ago

Assistant National Customer Service Manager

Metcash

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Contract type
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Actual pay is not disclosed by the employer
Skills
CONTINUOUS IMPROVEMENT
CUSTOMER SERVICE TEAM
EXCELLENT VERBAL AND WRITTEN COMMUNICATION SKILLS
Perks & benefits
Training

Full job description

At Metcash Food, we’re the power behind local business, proudly supplying over 1600 independently owned stores in every corner of Australia and New Zealand. With a range of trusted independent brands like IGA, Foodland and Campbells/C-Store, our stores sit at the heart of their communities, providing locals with the products and homegrown produce they love most.

About the role

We are looking for an Assistant National Customer Service Manager to join our team based in Crestmead to support the National Customer Service Manager in leading and coaching the Customer Service team to provide excellent customer service through a team that advocates for the business. 

A key part of this role is also to analyse and report on identifying trends, highlighting anomalies and drive continuous improvement to improve service levels to our Retailers.

What you’ll do

  • Create and analyse weekly and monthly reports from the CRM to assist internal stakeholders in decision making and improvement of processes
  • Develop improvements in procedures based on trends, reoccurrences, observations, and experiences in the department.
  • Maintain and review data integrity
  • Training. supporting and onboarding of team members
  • Assist the National Customer Service Manager in the development of Metcash Food processes and services
  • Manage escalation of customer concerns
  • Ensure safe working practices are adhered to, promoting WHS policies and procedures

What you’ll bring

  • Minimum 3 years’ experience in a management role – preferably with Customer Service experience
  • Excellent verbal and written communication skills
  • Must be able to meet deadlines and establish priorities so that others can meet deadlines
  • Must have excellent problem-solving ability, handle detail work with excellent follow thorough ability.
  • A passion for continuous improvement
  • Strong analytical and reporting skills

What we can offer you 

  • Great Benefits
  • Ongoing learning and development
  • A supportive team environment

We’re all about celebrating success, and we’re proud to be a WGEA Employer of Choice for Women Gender Equality, an accredited FlexReady workplace and a Gold Standard Mental Health First Aid skilled workplace.

At Metcash, we’re the power behind an independent Australia. For almost 100 years we’ve been proudly supporting local, family-owned businesses – sticking up for the little guys and helping them become the best stores in town. Today we’re Australia and New Zealand’s leading independent retail partner and wholesaler in the food, liquor and hardware sectors. And while we may be large, we’ll always be locals at heart. 

So, roll up your sleeves and bring your best self to work, and we’ll give you the support you need to develop a rewarding career and make your mark on the future of retail.

Make your Mark!
 

Equal Employment Opportunity
Equal Employment
Opportunity (EEO)
Metcash supports the following Equal Employment Opportunity programs:
Diversity Diversity Equal opportunities programs Equal opportunities programs
Job details
Date posted
1 Jan 2022
Category
Customer Service & Call Centre
Occupation
Administration Assistants
Similar jobs pay
$55k - $64k
Contract type
Permanent
Work type
Full Time
Job mode
Standard hours
Industry
Wholesale & Distribution
Sector
Private Business
Work Authorisation
Australian Citizen / Permanent Resident
Company size
1000+

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