Customer & Operations Specialist

1 week ago

Macquarie Park, Australia Metcash Full time

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.


We are looking for a Consumer and retailer Support Specialist that will assist with the roll-out and initiatives for the IGA Shop online & Rewards platform.

You will manage the resolution of Shopper and Retailer support Issues escalated from Customer Service or other areas of the business for IGA Shop online and IGA Rewards resolving product or service problem, determining root cause and following up to ensure resolution.

What you'll do

  • Ensure solutions for root cause problems are implemented across IGA Shop Online and IGA Rewards
  • Maintain a positive working relationship with state operations teams, retailers, suppliers, and vendors.
  • Manage complaints, provide appropriate solutions and alternatives within the SLA and follow up to ensure resolution
  • Compile service and satisfaction reports as requested
  • Meet Shopper and Retailer Satisfaction goals and coordinate with the IGA Customer service team to achieve these goals
  • Maintain the retailer charge back program for IGA Shop Online and IGA Rewards
  • Deliver the operational aspects of Retailer and Shopper fees, payments and refunds processes for the IGA Shop Online programs
  • Deliver the operational aspects of the Host, Pricing and Promotions programs as they interact with IGA Rewards and IGA Shop Online
  • Provide training as required for the IGA Customer Service Team in the IGA Rewards and IGA Shop Online programs
You are customer focused, technically savvy, operationally organised with a strong drive for success.

What you'll bring

  • Minimum 3 years' experience in a customer service environment
  • Ecommerce & operational background.
  • Advanced written & verbal communication
  • Strong experience working with multiple stakeholders, including B2B customers, and B2C Customers.
  • FMCG or retail experience is desirable
What we can offer you

  • Hybrid working flexibility is in our DNA, so we blend working from anywhere with time in the office Be part a dynamic, high performing team
  • An extra week of annual leave after your first year as part of our Fifth Week program, and the opportunity to purchase annual leave to help you recharge
  • Free onsite parking and close to oublic transport
  • Fastpaced environment where no two days are the same
  • Great corporate benefits including retail discounts, EAP, wellbeing days and many more


We're all about celebrating success, and we're proud to be a WGEA Employer of Choice for Equity, an accredited Flex Ready workplace and a Gold Standard Mental Health First Aid skilled workplace.


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

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