Transport Customer Service Specialist

High level of support with a thorough on the job training
Office-based role at our modern Norwest Support Office
Rosters include shifts between Monday - Saturday 7am-6pm

Welcome to Primary Connect+

Primary Connect+ is our retailer-agnostic, technology-driven commercial business within Primary Connect. Our team works together to provide end-to-end supply chain solutions for more than 1,300 food and retail customers.

What you'll experience

• We'll equip you with the necessary training for success in your role, and provide continuous career development and learning opportunities. This role would initially be a Monday to Friday roster during training and onboarding.
• We're a team-first organisation. We create a thriving team experience through a culture of belonging that champions safety and well-being for our people and partners.
• Team member discounts across all Woolworths Group and partner businesses, access to discounts in novated leases, share purchase plans, lifestyle and other attraction discounts
• Generous parental leave policy, with 4 weeks paid leave for all secondary carers, and all full and part-time roles can access Parental Leave from their first day
• Career development sessions, internal networking events and mentorship/leadership programs to grow your career
• Wellbeing benefits that support your mental, financial, social and physical health, with support that can be accessed on your mobile phone
• Access to a digital platform that offers personalised programs for working parents, carers and people leaders through our partner in Gender Equality and Parental Leave support

What you'll do

Our Transport Customer Service Team delivers timely transport customer service support & communication to the PC+ customers, Woolworths Replenishment, DC operational teams, and transport partners. Together, we provide proactive responses to issues relating to service levels, on-time delivery and escalation of solutions to maintain maximum efficiency of product.

• Support day to day PC+ (4PL) transport operations by influencing key relationships with carrier partners, and managing exceptions for customers.
• Respond to incoming customers, transport providers, and internal stakeholders' requests and queries via various mediums (calls, email, chats) in a timely manner
• Deliver great customer service to internal stakeholders, carrier partners and customers
• Customer issue resolution - work between vendors and transport providers to ensure that any exceptions are resolved in a timely manner ensuring that customers and carriers see that the PC business adds value and simplifies their Supply Chain experience.
• Troubleshoot and problem solve independently using relevant systems and applications, including but limited to collection and delivery issues, claims and returns cases and missed deliveries.
• Ensure timely resolution of issues by following up and escalating where applicable
• Escalate issues if the answer is unclear, or if escalation criteria is met
• Play an active role in root cause identification and improvement plan for triage accounts
• Manage customer specific non business as usual (BAU) operational requirements
• Participate in improvement initiatives to improve customer and carrier experience
• Adopt a service-oriented approach focused on early problem resolution

What you'll bring

• Experience in a customer support and/or operational supply chain role where understanding of transport, logistics, or supply chain processes was crucial for effective problem resolution and providing timely solutions. Proven ability to demonstrate effective problem-solving approaches and sound decision-making, especially under pressure, including conflict resolution and de-escalation tactics.
• Excellent written and oral communication, and interpersonal skills, with the ability to work effectively within cross-functional teams and autonomously.
• Strong planning and organisational skills, coupled with effective time management and discipline.
• Proficient in intermediate Excel or Google Sheets.
• Demonstrate a professional and attentive manner when dealing with calls and emails to ensure agreed service levels and standards are maintained and deliver consistent and sustainable outcomes
• Have an ability to stay calm, prioritise effectively and remain focused when under pressure
• Be curious and detailed: ask plenty of questions, seek root cause before determining a resolution path
• Have confidence to resolve requests that may require engaging with various internal and external stakeholders, and if disputes occur resolve them within the approved delegation of authority and timelines
• Reliability and strong work ethic

Endless possibilities with Woolworths Group

We're a proud part of the Woolworths Group – 200,000+ bright minds, passionate hearts and unique perspectives working together connected by a shared Purpose – 'to create better experiences together for a better tomorrow.'

Here you'll be supported and empowered to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

Primary Connect is the most extensive food and retail supply chain network in Australia and New Zealand. Our 10,000-strong team are an essential part of the expansive Woolworths Group, delivering to more than 3,000 retail stores every day (stores like Woolworths, BIG W, Dan Murphy's, and BWS), but at Primary Connect, we're more than just a supply chain business. We're a big team, but every individual plays a pivotal role and leaves a distinctive impact.

Our extensive reach opens up boundless opportunities for learning, growth, and professional development. By raising your hand, fostering relationships, and seizing the moment, you can take control of your own unique path.

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team's diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process. You can learn more about working with us on LinkedIn or via www.wowcareers.com.au.

Platinum Tier Employer - Australian Workplace Equality Index for LGBTQ+ inclusion

Employer of Choice for Gender Equality - Workplace Gender Equality Agency.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes