Operational Customer Service Support Team Leader

**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 support businesses within Woolworths Group (such as Supermarkets, Countdown and Big W), and over 1,300 commercial customers across the country, to connect communities with the products we need and love.

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.

To execute the Primary Connect strategy and vision - **‘We are passionate about moving our customers products in the safest, freshest way possible’
**Manage and influence positive service outcomes for Primary Connect operations. Maintain a high level of effective communication and customer service to Primary Connect commercial customers, Replenishment, DC operations and transport service providers. Provide proactive and professional responses on issues relating to service levels to achieve, on time delivery and escalation of solutions to maintain maximum efficiency of product flow. Manage the daily relationships with both internal and external customers at a senior level. Develop,coach and lead a high performing team in delivering exceptional customer experience through the adoption of established best practices methodology and exploiting leading technology solutions.Effectively manage claims and returns in line with agreed timeframes and guidelines.

Collaboratively work with Woolworths vendor suppliers and carrier partners assuming strategic ownership and ongoing development to continually enhance customer experience with the claims and return process. Support, foster and embed processes and behaviors aligned to the organisation's mission, purpose and values. Lead, motivate and provide ongoing training for all staff in developing standards, knowledge, skills and behaviors to meet the expectations of commercial customers. Demonstrate cross functional behaviors in supporting all business stakeholders ensuring effort and focus are aligned to broader company corporate and community objectives.

**The duties of the role include**:

- Manage an ongoing portfolio of claims and returns with a focus on delivering proactive and sustainable outcomes
- Adopt a service-oriented approach that is focused on early intervention and the interests of all stakeholders
- Analysis of root cause of damages and returns
- Continuous monitoring of carrier and their adherence to service level agreements in regards to claims
- Driving the duration of claims through early intervention and implementation of proactive claims management strategies
- Resolution of claims within the approved delegation of authority in a timely and cost-effective manner
- Review of contractual documents and consideration of recovery or contribution from third parties
- Constructive and proactive in sharing own expertise and feedback to team and peers to enable them to develop.
- Proactive in identifying and resolving issues that may arise in the business as a result of a gap in risk awareness or due process.
- Present complex ideas in clear and concise ways
- Relationship management and stakeholder engagement, collaborating and bringing multiple stakeholders together to align and execute plans
- Experienced in leading a large team in a challenging and dynamic environment.
- Minimum 5 years senior experience in a commercial customer facing role.
- Ideally an FMCG, Manufacturing or Logistics background.
- Strong commercial and or Supply Chain expertise and clear demonstration of maintaining and successfully growing a large and diverse customer portfolio.
- Demonstrated understanding of business analytics and financial acumen.
- Excellent communication skills to gain commitment and bring others with you
- Creative thinking with a ‘can do’ attitude
- High level of commercial and analytical acumen
- Sound influencing and negotiation skills to gain best outcomes

**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 orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference.

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellb