Customer Service Officer

At Metcash, we're proud to be part of something bigger. We combine the heart of a small business with the strength and support of a large organisation.

Our Customer Service team is at the heart of how we support independent retailers and help them thrive in their local communities. They're the key connection between Metcash and our customers—ensuring stores are well-stocked and supported across Australia and New Zealand's most loved family-owned businesses.

We're excited to offer a fantastic opportunity for a Customer Service Officer to join our team at our Crestmead office. In this role, you'll be supporting the Metcash Food network, making a meaningful impact on independent grocery stores and the communities they serve every day.

We currently have three exciting opportunities with varying start times available:

• 1 x 12-month contract – shift: 11:00am–7:00pm

• 1 x 18-month contract – shift start time between 8:30am–11:00am

• 1 x permanent role – shift start time between 6:00am–9:00am

What You'll Be Doing

As a Customer Service Officer, you'll be the friendly and professional first point of contact for our customers, playing a key role in keeping operations running smoothly and ensuring our independent retailers receive the support they need.

Your day-to-day responsibilities will include:

•  Customer Support: Managing a high volume of inbound and outbound calls (60–80 per day), providing timely and helpful assistance with a positive attitude.

•  Order Management: Accurately entering customer orders into our systems, ensuring precision and efficiency in a fast-paced environment.

•  Problem Solving: Investigating and resolving customer queries and issues, working closely with internal teams to deliver quick and effective solutions.

•  Claims Processing: Handling claims related to deliveries and discrepancies, following up to ensure resolution and customer satisfaction.

•  System & Data Handling: Using CRM platforms (e.g., Salesforce) and Excel to manage customer data, track interactions, and maintain accurate records.

•  Team Collaboration: Partnering with colleagues across logistics, supply chain, and retail to ensure smooth service delivery and a great customer experience.

•  Continuous Improvement: Identifying opportunities to improve processes and customer outcomes, contributing to a culture of innovation and excellence.

What You'll Bring

We're looking for someone who thrives in a fast-paced, phone-based environment and enjoys being part of a supportive team. To succeed in this role, you'll bring:

• Strong customer service experience in a high-volume telephone-based role, such as a contact centre, order processing, or customer support environment

• Confidence in managing large volumes of calls while maintaining a professional, calm, and solutions-focused approach

• Strong Excel skills—comfortable with spreadsheets, data entry, and basic reporting

• Excellent multitasking and time management skills, with the ability to prioritise and stay organised under pressure

• A high level of accuracy and attention to detail, especially when processing orders or resolving queries

• Previous experience in FMCG, logistics, supply chain, retail, or transport (desirable but not essential)

• A proactive mindset and a team-first attitude—you're always ready to jump in and help

This is a dynamic role where no two days are the same. If you thrive in a fast-paced environment, love helping others, and enjoy working as part of a supportive team, we'd love to hear from you.

Why You'll Love Working With Us

We know our people are the key to our success, and we're committed to creating a workplace you'll love. Here's what you can expect:

• Career growth and development – We've got countless success stories of team members who've grown their careers with us.
• A fun and rewarding culture – Enjoy team recognition, regular BBQs, social events, and site-wide celebrations.
• A genuine commitment to diversity, equity, and inclusion, including: 
  
     - Bronze Employer for LGBTQ Inclusion (AWEI) 
  
     - Ranked 45th globally in Equileap's Top 100 for gender equity 
  
     - Gender pay gap of under 5% (WGEA 2022–2023)
• Wellbeing support – Gold accreditation from Mental Health Australia, with on-site mental health first aiders
• Inclusive employee-led groups – Celebrate Pride, First Nations culture, and cultural diversity

Ready to make a difference?

Apply now and help us build a bright, sustainable future for independent retail.

Diversity, Equity & Inclusion

We know that great talent comes in many forms. Research shows that women and underrepresented groups often hesitate to apply unless they meet every requirement. If this role excites you but you don't tick every box, we still encourage you to apply. Let's have a conversation about your future at Metcash.