Assistant National Customer Service Manager

**We have an exciting NEW opportunity to join our National Customer Service Team as an Assistant National Customer Service based in Crestmead.**

**Metcash is Australia's leading wholesale distribution and marketing 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.**

**At Metcash Food, we’re the power behind local business, proudly supplying over 2600 independently owned stores in every corner of Australia and New Zealand. With a range of trusted independent brands like IGA, Foodland and Campbells/C-Store, our stores sit at the heart of their communities, providing locals with the products and homegrown produce they love most.**

**Our purpose is to Champion Successful Independents**

**About the role**

**We are looking for an Assistant National Customer Service Manager to join our team based in Crestmead to proactively support the National Customer Service Manager in business initiatives, assist with reports to identify trends, improve processes, highlight anomalies and liaise with other internal stakeholders to improve service levels to our retailers. To support Team Leaders to effectively and efficiently manage Metcash Food Customer Service functions to achieve SLA’s and meet retailers and business requirements. This role will also champion the training of team members across multiple functions within Customer Service. Respond to internal and external requests including complaints and unresolved transactions and conflicts from retailers. The primary responsibility is direct interface between State Distribution and retailers for problem/issue resolution levels to our customers.**

**What you’ll do**
- Assist the National Customer Service Manager in evaluating the effectiveness of the Customer Service activities and assist in identifying initiatives in working smarter and working together across the business.
- Supporting the Team Leaders and the team of customer service staff who collate information, investigate, and assist customers to measure and improve the customers’ experience.
- Training of the teams and assisting National Customer Service Manager in development of Metcash Food process and services to provide the most precise information to deliver an exceptional level of customer service.
- Work collaboratively with other Senior Managers (state) to ensure they are aware of their touch points. Develop effective relationships with internal and external customers.
- Manage the outbound communication to retailers through Mail Merges when required to ensure retailers are communicated to in relation to changes that may impact their business.
- Manage escalation of retailers concerns to ensure suitable outcomes for all parties and to proactively identify contentious issues, and provide advice for effectively managing issues.
- Assist the National Customer Service Manager in providing weekly/monthly reports both verbal and written, from data available through the CRM and system and other sources of work processed to assist internal stakeholders in improvement of business processes to meet the requirements of our customers. Report generation and review of various processes to ensure integrity of data

**What you’ll bring**
- Minimum of three years’ experience in a management role, preferably within Customer Service, Outbound Telesales and CRM experience.
- High/Advanced Level of MS Office including Excel (Vlookup, Pivot Table, Reporting etc.)
- Excellent verbal and written communication skills
- Must be able to meet deadlines and establish priorities so that others can meet deadlines.
- Must have excellent problem-solving ability, handle detail work with excellent follow through ability.
- Demonstrated ability to proactively identify issues and to manage issues effectively.
- Demonstrated ability to write clearly and edit accurately for production of quality, easily understood information for a variety of internal and external audiences.
- Must have sound decision making ability, demonstrate logical thinking and perform under pressure in a fast-paced environment and exhibit stress management skills.
- Ability to conform to policy and communicate with staff personnel pertaining to their requirements.

**What we can offer you**
- Learning and development opportunities
- A supportive team environment
- Extensive wellbeing programs

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