Customer Service Lead

2 weeks ago

Canning Vale, Australia Metcash Full time

Fantasitic opportunity for a **Customer Service Lead** working within our ALM pillar - Australia and New Zealand’s leading supplier of independent liquor retailers and the driving force behind wholesale and on-premise liquor distribution. We tailor support for almost 2700 stores and over 12,000 partners and customers.

This position will be responsible for leading our Western and Central Customer Service Team. You will manage resourcing, process improvement and alignment with national processes, with the objective of achieving a frictionless experience for our customers in the region.

**What you’ll do**
- Establish flexible roster for the Customer Service Team through capacity planning aligned with business needs
- Establish and review KPI’s with each team member
- Aligning with Eastern Customer Service Team on processes and operations
- Allocating workflow with business needs and team capacity
- Communication of delivery schedules and CPI with customers
- Issue resolution and customer enquiries
- Promoting our ALM Web Portal with customers to encourage usage
- Coach and support team for future development
- New Team Member Onboarding

**What you'll bring**
- Experience within order management and customer service
- Previous team leadership experience is desirable
- High level customer focus and collaboration skills
- Excellent time management and communication skills
- Strong team player
- Critical thinking and analytical skills
- Intermediate Excel skills
- Strong knowledge of supply chain and data requirements

**What we can offer you**
- Career opportunities
- The opportunity to join a highly successful team of industry experts passionate about changing the independent retail landscape
- We’re BIG on flexible working
- An extra week of annual leave each year after 12 months of service
- Free parking onsite

**Backing our people**
We love to celebrate success and make sure that our team members feel supported. Here are just a few of the accolades we’ve received:

- WGEA Employer of Choice
- FlexCareers accredited FlexReady employer
- Mental Health First Aid Australia GOLD Mental Health First Aid skilled workplace

So, roll up your sleeves and bring your best self to work, and we’ll give you the support you need to develop a rewarding career and **_make your mark_** on the future of retail.

We are the largest supplier of liquor to independently owned liquor retailers and the largest broad range liquor wholesaler in Australia.

ALM supplies over 12,000 liquor customers. In addition to supplying liquor stores, ALM incorporates a specialist on-premise liquor division that supports bars, pubs, restaurants and hotels. Through our network of 14 distribution centres located in each State and territory in Australia, we support independent businesses with a competitively priced and extensive liquor range, delivered through our cost effective and efficient supply chain.

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