Customer Service Team Leader

**Joining the Metcash Family** At Metcash, you’re **_part of something bigger_**. You get all the perks of a small business heart, without missing out on the big business support. **Australian Liquor Marketers (ALM)** is the Liquor wholesale division of Metcash. We are the largest wide range wholesaler to the independent liquor trade. Being part of something bigger in the ALM team is all about making a huge difference for the local retailers, businesses and communities we service. And while you’re championing successful independents, the wider Metcash family is behind you with a sea of opportunities to develop yourself, grow your career, and make your mark. **About the Opportunity** The Customer Service Team Leader is responsible for the effective and efficient management of the WA, SA and NT Customer Service functions. This role will champion training efforts for direct reports, facilitating ongoing cross-training across all facets of customer service responsibilities. Additionally, the Team Leader will manage responses to internal and external requests, including handling complaints, resolving transactions, and addressing customer conflicts. This position is the primary interface between distribution, retailers and suppliers ensuring swift and effective resolution of issues. **In this Role** - Oversee daily customer service operations, ensuring high standards and satisfaction, and serve as the primary contact between Distribution and retailers for issue resolution. - Lead training and development for direct reports, focusing on cross-training and skill enhancement to maintain a knowledgeable and flexible team. - Address and resolve internal and external complaints and conflicts, coordinating with relevant teams to maintain high service standards. - Support broader business initiatives by collaborating with various departments, enhancing service levels, and streamlining processes for continuous improvement. - Develop reports to track trends, identify anomalies, and propose solutions using data insights to improve the overall customer experience. **You’re Likely a Match If*** - Experience in data management, customer relations, people management, and process improvement. - Advance MS Office: particularly in MS Excel - Strong leadership and team management skills. - Excellent Time Management Skills - Exceptional attention to detail and data accuracy. - Excellent communication and interpersonal abilities. - Ability to work effectively within defined SLAs. **Life in ALM at Metcash** Experience a supportive and flexible work environment. We are a FlexReady accredited workplace Enjoy a 5th week of annual leave every year after your first year. Benefit from 2 well-being days and 1 volunteer day annually. An abundance of learning, development, and career growth opportunities. 12 weeks of gender-neutral paid parental leave for primary carers. Proudly awarded “Bronze Employer for LGBTQ Inclusion”. Recognised as 45th in the global "Equileap Top 100" for initiatives on gender equity. - ️A neutral gender pay gap of under 5% as published by WGEA 2022- 2023 Gold accreditation by Mental Health Australia. Incredible value discounts and perks through our team member app, “Our Local”. **About Us** Metcash is Australia’s leading wholesale distribution company, with revenue 1 exceeding $18 billion in FY23. We’re also an ASX top 100 listed company. We believe that it is absolutely vital to Australia that there is a sustainable, independent, family-owned business sector. Independent retailers support their local communities. We help them to be the ‘Best Store in Their Town’ by providing merchandising, operational and marketing support across our food, liquor and hardware pillars. **_Join us and be part of something bigger_** **#LI-SO1** **#INFLB** 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.