Customer Service Lead

2 weeks ago

Mulgrave, Victoria, Australia Supply Chain Full time

About Woolworths Group


Woolworths Group is a food and everyday needs retailer united by the shared purpose of creating better experiences together for a better tomorrow.

With more than 1,400 stores across its Woolworths Supermarkets, Countdown Supermarkets (New Zealand) and BIG W brands, and fast-growing eCommerce businesses, Woolworths Group is Australia and New Zealand's largest retailer.

A top 10 company on the Australian Securities Exchange (ASX), Woolworths Group employs more than 180,000 team members and serves more than 20 million customers a week.

**Customer Service Lead - Supply Chain - Mulgrave, Victoria

  • Rare permanent parttime opportunity (7am 12:45 pm)
  • Build your career with Australia's largest retailer, working at the Store Support Hub in Mulgrave, Victoria
  • Thorough onthejob training & highlevel of support


This is an ideal opportunity for a customer-centric professional with retail, ideally supermarkets, experience returning back to work or currently studying.


About Us

In October 2020, Woolworths Group Supply Chain rebranded to become Primary Connect - an end-to-end supply chain partner within Woolworths Group.

Our team of more than 8,000 continues to support our Woolworths, BWS, Dan Murphy's, Countdown, and BIG W stores across the country, providing them with our customers' favourite food, drink, and everyday needs items.


Becoming Primary Connect gives us the opportunity to keep growing so we can become the next generation supply chain whilst remaining an essential part of Woolworths Group.

There has never been a more exciting time to join our team.

About the role

As a Customer Service Lead - Supply Chain, you will respond to customer service requests and queries (e.g delivery times, urgent orders, stock loss) reducing workload for the Distribution Centre (DC) teams and improving service outcomes for our many store partners and customers.

You will maintain healthy communication between Supply Chain and Store Operations across all Woolworths brands and varying stakeholder levels.

Working in a passionate and supportive team, time will be spent building relationships and creating engagement, as well as:

  • Capture requests and queries in relevant systems to enable speedy resolution, manage ongoing reporting and strive for continuous business improvement
  • Accurate data entry and excellent communication is key to the success and credibility of this department. When under pressure, support should be sought to ensure a high level of accuracy
  • Escalate issues if the answer is unclear, or if escalation criteria is met
  • Maintain stakeholder contact information and groups to ensure communications are always relevant
  • Ensure timely resolution of issues by following up and escalating where applicable

Two rosters are available:

  • Roster 1 (4 days): Wed
  • Sat (inclusive) 07:00 12:45 inclusive of Public Holidays
  • Roster 2 (3 days): Sun
  • Tues (Inclusive) 07:00 12:45 inclusive of Public Holidays

What's in it for you?
In addition to this exciting role, these are some of the benefits we offer:

  • An attractive remuneration package (base salary, super, bonus)
  • Team member discounts at all of Woolworths businesses
  • Take the next step in your career
  • Get involved with complex problems to solve in a supportive environment
  • An exciting career as our business grows, so do the opportunities for our people

Who we're looking for

To make this role your own, you will ideally come from a Store Supervisor / Manager background with strong multitasking and customer management skills.

With a passion for Customer Satisfaction, additional skills and experience which would set you up for success in this position, will include:

  • Great verbal and written business communication skills
  • An analytical mind and an ability to problem solve
  • Be curious and detailed: Ask plenty of questions, seek the root cause before determining a resolution path
  • Confidence to resolve business requests that may require engaging stakeholders in different parts of the business
  • Strong attention to detail and be adept at recording as much detail as possible
  • An ability to stay calm, prioritise effectively and remain focussed when under pressure
  • Proficient in computer systems such as Microsoft or Google Suite and have confidence in navigating new systems
  • A self starter with a passion and drive for personal development
  • Confidence to resolve business requests that may require engaging stakeholders in different parts of the business
  • Adaptability to this still fairly new role evolving and growing
  • Flexibility & availability to work weekends, public holidays.
**Grow with the Group
As an inclusive, team-first company, our people are at the core of everything we do.

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual ori

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