In every role, McCainers are ambitious, curious, and passionate about creating exceptional work experiences - together. With a customer-first mindset, we make doing business with McCain easy.
About the role.
As a Customer Service Officer, you will play a pivotal role in ensuring our customers and partners receive exceptional service while contributing to the operational excellence of our supply chain.
Based in Ballarat (preferred) or Melbourne, this position is critical in fostering positive and lasting relationships with our customers, 3PLs, cold stores, and transport companies. Your strong communication and problem-solving skills will support our brand's promise every day.
What you'll be doing.
* Promptly respond to customer emails and inquiries, ensuring high customer satisfaction and productive partnerships.
* Accurately process and manage customer orders, identifying and documenting any discrepancies such as out-of-stock items or issues with deliveries.
* Investigate and resolve customer claims and returns, ensuring timely completion to the customer's satisfaction.
* Collaborate regularly with the McCain sales team and key stakeholders including cold stores, transport suppliers, and 3PL partners.
* Maintain accurate records and update SOPs to ensure compliance and ongoing operational improvements.
* Distribute and file incident and performance reports as required.
* Participate in and uphold all Safety and Chain of Responsibility policies.
* Ensure on-time, accurate supply of all customer orders.
* Continually look for ways to enhance customer experience and support team members in a collaborative environment.
* Manage multiple priorities efficiently, supporting team and business needs as they arise.
What you'll need to be successful.
* Prior experience in customer service, ideally within an FMCG, distribution, or supply chain environment.
* Exceptional communication and interpersonal skills.
* Excellent time management and multitasking capabilities.
* Strong attention to detail with a proven track record of accurate data entry and document management.
* Analytical thinker with the ability to resolve work-related issues logically.
* High computer literacy, including extensive experience with Microsoft Excel and Word.
* Effective organization and record management skills.
* Ability to work collaboratively and reliably in a fast-paced, team-oriented setting.
* Initiative to anticipate customer needs and respond proactively.
About the team.
You will be part of a collaborative and customer-focused Supply Chain team, working alongside professionals dedicated to maintaining McCain's reputation for service excellence. The team supports and connects with customers, transport providers, and internal stakeholders, ensuring seamless operations. Your contributions will help strengthen customer relationships and drive continuous improvement within the team.
About McCain.
To learn more about McCain and how we provide you with opportunities to make an impact that matters, please visit -
Leadership principles.
At McCain, our leadership principles guide how we engage with customers, collaborate as a team, and achieve success. We focus on understanding customer needs, driving innovation, empowering people, and taking ownership to clear obstacles and deliver results.
The McCain experience.
We are McCain. This statement is a testament to our collective strength and our individual value. Your contributions play a vital role in our success. Our winning culture is rooted in authenticity and trust, empowering us to bring out the best in one another. Here, you'll find opportunities to learn, grow, and thrive. Join us and experience why we're better together.
*We've got this covered No external agency support required and unsolicited CVs will not be considered.