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Customer Service Lead - Supply Chain (924891)


Location: Mulgrave

Job Type: Part time


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 Lead - Supply Chain - Mulgrave, Victoria

  • Rare permanent part-time opportunity (7am - 12:45 pm)

  • Build your career with Australia’s largest retailer, working at the Store Support Hub in Mulgrave, Victoria

  • Thorough on-the-job training & high-level of support

This is an ideal opportunity for a customer-centric professional with retail, ideally supermarkets, experience returning back to work or currently studying.

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
As a Customer Service Lead - Supply Chain, you will respond to customer service requests and queries (e.g delivery times, urgent orders, stock loss) reducing workload for the Distribution Centre (DC) teams and improving service outcomes for our many store partners and customers. You will maintain healthy communication between Supply Chain and Store Operations across all Woolworths brands and varying stakeholder levels.

In this role, you will work with system & applications such as Store Central, Replen Central, Tactics, TMS, WMS, JDA, Vision, CCTV, Trimble, Tableau.

Working in a passionate and supportive team, time will be spent building relationships and creating engagement, as well as:

  • Respond to high-volume incoming customer requests and queries via various mediums (calls / email / feedback app) in a timely manner
  • Capture requests and queries in relevant systems to enable speedy resolution, manage ongoing reporting and strive for continuous business improvement
  • Troubleshoot and problem solve independently using relevant systems and applications before escalating or engaging DC teams
  • Accurate data entry and excellent communication is key to the success and credibility of this department. When under pressure, support should be sought to ensure a high level of accuracy
  • Escalate issues if the answer is unclear, or if escalation criteria is met
  • Maintain stakeholder contact information and groups to ensure communications are always relevant
  • Ensure timely resolution of issues by following up and escalating where applicable

Two rosters are available:

  • Roster 1 (4 days): Wed - Sat (inclusive) 07:00 - 12:45 inclusive of Public Holidays
  • Roster 2 (3 days): Sun - Tues (Inclusive) 07:00 - 12:45 inclusive of Public Holidays

What’s in it for you?
In addition to this exciting role, these are some of the benefits we offer:

  • An attractive remuneration package (base salary, super, bonus)
  • Team member discounts at all of Woolworths businesses
  • Take the next step in your career
  • Get involved with complex problems to solve in a supportive environment
  • An exciting career - as our business grows, so do the opportunities for our people

Who we’re looking for
To make this role your own, you will ideally come from a Store Supervisor / Manager background with strong multitasking and customer management skills.

With a passion for Customer Satisfaction, additional skills and experience which would set you up for success in this position, will include:

  • Great verbal and written business communication skills
  • An analytical mind and an ability to problem solve
  • Be curious and detailed: Ask plenty of questions, seek the root cause before determining a resolution path
  • Confidence to resolve business requests that may require engaging stakeholders in different parts of the business
  • Strong attention to detail and be adept at recording as much detail as possible
  • An ability to stay calm, prioritise effectively and remain focussed when under pressure
  • Proficient in computer systems such as Microsoft or Google Suite and have confidence in navigating new systems
  • A self starter with a passion and drive for personal development
  • Confidence to resolve business requests that may require engaging stakeholders in different parts of the business
  • Adaptability to this still fairly new role evolving and growing
  • Flexibility & availability to work weekends, public holidays.

If this sounds like you and you want to be part of one of the most exciting journeys in Australian retail, apply now to speak to our Talent team.

We are driving inclusion and diversity as Ways of Working. If you meet a number of the requirements (and not all), we encourage you to submit your application. #work180

Please ensure your line manager is notified of your application. For more information about the role, reach out to Polina Krasnova, Talent Partner, or Prudence Weeding, Customer Experience Manager

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 providing ongoing opportunities to grow and make a real difference.

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences – for our customers and for each other.

We’d love to hear from You

If you meet a number of the requirements, but not all, we encourage you to submit your application. You can learn more about working with us on LinkedIn or via #LI #work180.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.