Retailer and Shopper Support Specialist

**Join Our Team as a Retailer and Shopper Support Specialist at Metcash Group**

Are you ready to embark on an exciting journey in the world of retail and customer service? Do you thrive in dynamic, fast-paced environments where no two days are the same? If so, we have the perfect opportunity for you

**About Us**:
Metcash (ASX: MTS) is Australia’s leading wholesale distribution and marketing company with sales of over $18 billion in FY23.

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.

**What You’ll be doing**:
As a Retailer and Shopper Support Specialist, you'll be at the forefront of our mission to revolutionize the retail experience through the IGA Shop Online and IGA Rewards program. Your role will be pivotal in engaging directly with IGA Retailers and Shoppers, as well as collaborating with internal teams and external suppliers to ensure exceptional customer service. If you're a problem solver, a relationship builder, and a customer service enthusiast, we want you on our team

**Customer Issue Resolution Expertise**
- Manage escalated Shopper and Retailer support issues with precision, ensuring swift resolution and an exceptional customer experience.
- Identify root causes and implement effective solutions across IGA Shop Online and IGA Rewards.

**Relationship Building**
- Foster positive working relationships with state operations teams, retailers, suppliers, and vendors, promoting collaboration and unity.

**Complaints Management**
- Skillfully handle complaints, offering timely and appropriate solutions within SLAs, and diligently following up to ensure customer satisfaction.

**Data-Driven Insights**
- Compile service and satisfaction reports, utilizing analytical skills to drive improvements in service quality.

**Retailer Engagement and Training**
- Act as a liaison, generating leads through a retailer contact program to expand our reach and impact.
- Provide essential training for the IGA Customer Service Team in the IGA Rewards and IGA Shop Online programs, ensuring a knowledgeable and efficient workforce.

**What You’ll bring**:

- Advanced written & verbal communication skills.
- 3+ years of experience in a similar role in a customer-focused business such as retail or FMCG.
- Strong experience working with multiple stakeholders, including B2B and B2C customers.
- Minimum 3 years' experience in a customer service environment.
- FMCG experience desirable.

**What we can Offer you**:

- Ongoing Learning and Development opportunities
- Corporate Benefits and discounts
- Health & Wellbeing program
- An extra week of annual leave as part of the 5th Week program
- We’re BIG on flexible working.

We’re all about celebrating success, and we’re proud to be a WGEA Employer of Choice for Gender Equality, an accredited FlexReady workplace and a Gold Standard Mental Health First Aid skilled workplace.

At Metcash, we’re the power behind an independent Australia. For almost 100 years we’ve been proudly supporting local, family-owned businesses - sticking up for the little guys and helping them become the best stores in town. Today we’re Australia and New Zealand’s leading independent retail partner and wholesaler in the food, liquor and hardware sectors. And while we may be large, we’ll always be locals at heart.

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.

**MAKE YOUR MARK**

INSS