Customer Service Lead | Part-Time | Store Delivery | Mulgrave

Customer Service Lead | Part-time | Store Delivery | Mulgrave
Build your career with Australia's largest retailer, working at the Store Support Hub in Mulgrave, Victoria
Roster Pattern: Wed - Sat (inclusive) 07:00 - 12:45/15:30 (27 hrs) inclusive of Public Holidays
Thorough on-the-job training & high-level of support to set you up for success
Welcome to Primary Connect
Primary Connect is the most extensive food and retail supply chain network in Australia and New Zealand. Our 10,000-strong team are an essential part of the expansive Woolworths Group, which encompasses Woolworths Supermarkets and Metro stores, BIG W, Countdown NZ, Quantium, and more. With us, your possibilities are not limited to a single opportunity.
We're delivering to more than 3,000 retail stores every day (stores like Woolworths, BIG W, Dan Murphy's, and BWS), but at Primary Connect, we're more than just a supply chain business. We're a big team, but every individual plays a pivotal role and leaves a distinctive impact.
Our extensive reach opens up boundless opportunities for learning, growth, and professional development. By raising your hand, fostering relationships, and seizing the moment, you can take control of your own unique path.
What you'll experience
Everything we do is driven by a culture of care for our team, customers, and community.

• We create a thriving team experience through a culture of belonging that champions safety and wellbeing for our people and partners.
• We're a team-first organisation. We'll equip you with the necessary training for success in your role, and provide continuous career development and learning opportunities.
• We offer competitive remuneration and access to a number of employee benefits.
• We offer generous weekend and public holiday allowance
• A range of programs to help you prioritise and manage your wellbeing, including a competitive leave policy and 24/7 access to the Sonder app.

Want to know what it's like to have a career with us? Check out this short summary of the career of
What you'll do
As a Customer Service Lead, you will respond to Customer Service requests and queries (e.g Store 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. Y
ou 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

What you'll bring
You are ideally a customer-centric professional with retail store operations experience who is looking for a role to make it your own & learn the DC to Stores supply chain process.
With a passion for Customer Satisfaction & strong store operations experience, additional skills and experience which would set you up for success in this position, will include:

• Great verbal and written business communication skills
• 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
• 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 taking a well-deserved bvreak over the festive season and will review your application after 8 January 2024.
Endless possibilities with Woolworths Group
We're a proud part of the Woolworths Group - 200,000+ bright minds, passionate hearts and unique perspectives working together connected by a shared Purpose - 'to create better experiences together for a better tomorrow.'
Here you'll be supported and empowered to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.
Everyone belongs at Woolworths Group
Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team's diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.
We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.
Platinum Tier Employer - Australian Workplace Equality Index for LGBTQ+ inclusion
Employer of Choice for Gender Equality - Workplace Gender Equality Agency.
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 #work180 #LI