Customer Service Officer Transport

**About Woolworths Group**

Woolworths Group is a food and everyday needs retailer united by the shared purpose of creating better experiences together for a better tomorrow. With more than 1,400 stores across its Woolworths Supermarkets, Countdown Supermarkets (New Zealand) and BIG W brands, and fast-growing eCommerce businesses, Woolworths Group is Australia and New Zealand’s largest retailer. A top 10 company on the Australian Securities Exchange (ASX), Woolworths Group employs more than 180,000 team members and serves more than 20 million customers a week.

**Customer Service Officer Transport & Logistics - Yennora Support Office
Do you have a passion for customer service, continuous improvement, and solving challenges to increase customer satisfaction?

If so, we have the opportunity you’ve been waiting for you
- Amazing team member benefits, worth around $5,000 - $7,000 per annum in savings
- A positive and rewarding team culture
- Thorough training and high-level of support

**Why you’ll love it here**
In addition to this exciting role, these are some of the benefits we offer:

- Competitive salary and bonus on offer with additional loading when working weekends
- Partner with collaborative, considered and reputable leaders
- Our team believes in building partnerships through collaboration, transparency and trust
- The opportunity to collaborate with some of the brightest and best minds in Australia across our brands
- An exciting career - as our business grows, so do the opportunities for our people

**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 continues to support our Woolworths, BWS, Dan Murphy’s, Countdown, and BIG W stores across the country, providing them with our customers’ favourite food, drink, and everyday needs items.

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.

**About the Role**

Within the role you will maintain a high level of communication and customer service to Primary Connect customers, Replenishment, DC operational teams, and transport partners. Providing proactive responses to issues relating to service levels to achieve, on time delivery and escalation of solutions to maintain maximum efficiency of product flow.

This full-time permanent opportunity is to either work a) Monday - Friday 9 am - 6pm or b) Tuesday - Friday (9am - 6pm) & Saturday (7am - 3pm) with an additional weekend loading on Saturday. This role is an office based role in our Yennora Support Offices.

A typical day would involve:

- Ensure a great customer experience for all customers
- Ensure timely resolution of issues by following up and escalating where applicable
- Escalate issues if the answer is unclear, or if escalation criteria is met
- Play an active role in root cause identification and improvement plan for triage accounts
- Manage customer specific non business as usual (BAU) operational requirements
- Participate in improvement initiatives to improve customer and carrier experience

**Who we’re looking for**:

- Have an ability to stay calm, prioritise effectively and remain focused when under pressure
- Demonstrates high levels of pro-activity and personal accountability
- Be curious and detailed: ask plenty of questions, seek root cause before determining a resolution path
- Adopt a service-oriented approach focused on early problem resolution
- Understand and adhere to Chain of Responsibility (CoR) obligations
- Have confidence to resolve requests that may require engaging with various internal and external stakeholders, and if disputes occur resolve them within the approved delegation of authority and timelines
- A passion for customer satisfaction and a “can do” attitude
- Proficient in computer systems such as Microsoft and Google Suite and have confidence in navigating new systems (TMS, MyPC, SAP, Genesys and Salesforce)

This role would initially be a Monday to Friday roster during training and onboarding but will transition to a Tuesday to Saturday roster.

**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 providi