Customer Service Officer

2 months ago

Bella Vista, Australia Primary Connect Full time

**Customer Service Officer | Primary Connect+ | Transport & Logistics
- High level of support & a thorough on the job training
- Office-based role at our Norwest Support OfficeRosters include shifts between Monday - Saturday 7am-6pm

**Welcome to Primary Connect+ (PC+)**

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 wellbeing 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 phoneAccess 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 Customer Service Team delivers timely 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.
- Ensure a great customer experience for all customers
- 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 requirementsParticipate in improvement initiatives to improve customer and carrier experience

**What you’ll bring
- Have an ability to stay calm, prioritise effectively and remain focused when under pressure
- Demonstrates high levels of pro-activity, teamwork and personal accountability
- Be curious and detailed: ask plenty of questions, seek root cause before determining a resolution path
- Adopt a service-oriented approach focused on early problem resolution
- 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
- A passion for customer satisfaction and a “can do” attitudeProficient in computer systems such as Google Suite and/or Microsoft

**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 l

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