Customer Service Officer
Base salary + Super + Short Term Incentive
Are you passionate about delivering exceptional customer service and building strong franchise relationships? Retail Food Group (RFG) is looking for a Customer Service Officer to provide consultative support, manage enquiries, and drive positive supply chain outcomes.
This is a full-time position at 38 hours per week and based at our roastery in Castle Hill, NSW.
About Us
Retail Food Group (RFG) is a global food and beverage company headquartered in Queensland. As Australia's largest multi‑brand retail food and beverage franchise owner, we proudly roast and supply high‑quality coffee in Sydney and own and produce our iconic Beefy's pies and sweet treats right here in Queensland. We're committed to achieving strong results and supporting our franchise partners, all while fostering a friendly, inclusive environment that values both our partners and our people.
What you'll be doing:
* Respond to customer and franchise partner enquiries via phone and email with professionalism and care
* Resolve delivery, stock, and service issues efficiently, escalating when required
* Coordinate with the supply hub, procurement, logistics, and sales teams to meet delivery schedules
* Monitor customer feedback and identify opportunities to improve service
* Ensure products and deliveries meet food safety, labelling, and regulatory requirements
* Maintain accurate compliance and customer records in Dynamics 365 (D365)
* Conduct audits and support real‑time compliance resolutions
* Provide product knowledge and advice on specifications, availability, and handling
* Support promotions, specials, and stock movement (including SLOBS items)
* Build strong relationships with franchise partners through tailored support
* Assist with order processing, invoice reconciliation, and delivery tracking
* Generate reports on service performance, compliance, and delivery metrics
* Support onboarding of new franchise partners
* Participate in weekly team meetings to align on priorities and challenges
What we're looking for:
We're looking for a motivated and customer‑focused professional who brings energy, initiative, and a consultative approach to every interaction. You'll be confident in building strong relationships with franchise partners, understanding their business needs, and providing solutions that add real value.
You'll also bring:
* Strong selling skills with a consultative approach to customer engagement
* The ability to clearly communicate product features and translate them into meaningful benefits
* Demonstrated leadership when working with franchise partners and internal teams
* Excellent communication and active listening skills
* A polite, confident, and friendly manner
* High levels of initiative, enthusiasm, and perseverance
* The ability to respect franchise partner decisions while maintaining positive relationships
* Strong analytical and business management skills
* A general understanding of invoicing, credit processes, and supply and demand principles
* Awareness of Occupational Health & Safety and information privacy policies
* The ability to multitask, think quickly, and adapt to changing priorities
* A collaborative mindset with the ability to work effectively as part of a team
* Tertiary or TAFE qualifications in a relevant field (desirable)
What's in it for you
* Join a business on the move, where you can make a real difference
* A fun and vibrant team that values collaboration and creativity
* Enjoy perks that go beyond the basics – Including mental health leave, birthday leave, paid parental leave, WHEREFIT discounts and exclusive Employment Hero rewards
* A supportive environment that encourages professional growth and career development
Keen to be part of something exciting?
At RFG, we're not simply ticking boxes – we're redefining the way we work, lead, and grow. You'll be part of an organisation that values innovation, fosters a strong culture, and is committed to making a meaningful impact. If you're ready to contribute to a dynamic and forward‑thinking environment, we'd love to hear from you.
Apply Now
Apply now and help us build something great.
At Retail Food Group, we believe that a diverse and inclusive workplace is key to fostering innovation and success. We are proud to be an equal opportunity employer, committed to providing a work environment free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or marital status. We celebrate diversity and are dedicated to creating an inclusive atmosphere for all employees. Join us and be part of a team where your unique perspectives and experiences are valued and encouraged.
For more information about RFG visit:
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