National Customer Service Consultant

6 months ago

Port Melbourne, Australia DON Full time

12 Month Contract
- Global career opportunities
- Discounted products

**National Customer Service Consultant - 12 Month Contract**

**About Us**

***
GWF is one of the largest food manufacturers in Australia and New Zealand, employing around 6,000 people across 60 sites. GWF’s product range is diverse and includes leading brands of breads, baked goods, smallgoods, flour, milled products and animal feed. GWF’s business units include Tip Top, DON, Yumi's, MAURI and Jasol.

DON’s heritage goes back to the late 1800’s. Since the beginning, we have been passionate about crafting great-tasting meat products that Australians love. We produce ham, bacon, salami, smallgoods, and fresh pork.

We take great pride in our skills, techniques and brands, which have evolved over more than a century. We’ve grown from a small family business to become one of Australia’s largest food manufacturers, now part of the GWF group.

DON is also a leading Australian employer with offices and facilities in metropolitan and regional locations across the country. We take pride in being a responsible employer and a great place to work. We offer a safe and supportive environment where everyone can achieve their full potential.

**About the role**:
Reporting to the National Customer Service Manager, the National Customer Service Consultant provides excellent customer service to all existing and potential Don customers; they ensure all customer orders are processed in a timely and accurate manner.

In addition, the National Customer Service Consultant proactively assists customers and consumers with enquiries; problem solves customer service and delivery issues to a successful conclusion while keeping stakeholders up to date with progress; and investigates and loads customer credit claims.

**Please note this is a 12 month contract.**

**Responsibilities**:

- Ensure all customer orders are processed accurately and correctly, within the required order/delivery cycle and cut off times.
- Problem solve Customer Service and delivery issues. Identify and resolve issues by taking ownership of query to completion. Competently liaise with relevant business stakeholders to resolve issues quickly and to customers’ satisfaction.
- Investigate all claims for credit by leveraging business contacts and stakeholders to obtain substantiating documentation, and load claim successfully into DON Claims Database.
- Fulfil customer expectations in line with business plans and strategies, e.g., incoming and outgoing communications with customers, schedule changes, impediments to deliveries, out of stocks, pricing, etc.
- Support business and department improvement projects, through tasks allocated by the National Customer Service Manager.
- Actively seek out and accept training on new and changed/enhanced processes. Support continuous improvement.
- Interface with Business Services Team for order release.
- Respond to all customer and consumer enquiries in a timely fashion.
- Monitor the DON Enquiries inbox daily, whilst managing, responding and logging all enquiries within 3 days of receipt
- Monitor the DON Claims inbox daily, investigate and load all legitimate credit claims with supporting documentation into the DON Claims Database for processing, within one week of receipt.

**Why join us**:
Our Purpose is to Craft food that brings out ‘the good’.

When you work at DON, not only will you be part of a community crafting iconic products that people love, you will also enjoy a safe and supportive environment where you can be your authentic self, advance in your career if you choose to, be recognised and rewarded for your contributions, and make a positive difference in the community.

We also work hard to ensure the programs and benefits we offer are competitive and reflect the needs and preferences of our people. They include (among others):

- Flexible work arrangements
- Community partnerships and initiatives
- Options to purchase additional leave
- Discounted products
- Training and development programs
- Global career opportunities
- Various recognition programs and rewards, including an end of year celebration
- Health and wellness initiatives
- Study Assistance

**About you**:

- Relevant tertiary qualifications in business related discipline.
- Customer Service experience.
- Working experience of SAP, and Microsoft Office Suite preferred.
- Effective communication skills.
- Proven experience identifying and deploying process improvements.
- Able to provide insight and quickly identify a way forward when presented with issues.
- Demonstrated resilience and ability to quickly engage with change.

**Applications**:
***
- At DON and George Weston Foods, we are an equal opportunity employer. We embrace inclusion and diversity and celebrate what makes us unique. We are committed to the principles of equal employment opportunity and the provision of a safe and healthy work environment. _
- So we can get to know you in the best possible way

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