Customer Experience Agent

Jack Link's Protein Snacks; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

Jack Link's Protein Snacks in Sydney is seeking a Customer Experience Agent to bridge Sales, Production and Logistics, overseeing end-to-end service delivery.

You will manage order status, tracking, inquiries, returns, and ensure accurate data flow across teams while handling export documentation and last-mile coordination.

Ideal candidates have proven experience in a customer experience team, strong communication, and the ability to work autonomously in a fast-growing environment.

Qualifications

• Proven experience within a customer experience team.
• Sound logistics experience across all modes of transportation.
• Experience handling export documentation and shipping requirements.
• Proven inventory and stock control exposure.

Responsibilities

• Customer Support: ensure customer order status and tracking updates are communicated.
• Coordinate customer queries, complaints, and non-conformance responses.
• Oversee processing, accuracy, and maintenance of customer records.
• Monitor all EDI interfaces daily for accuracy and error log resolution.
• Communicate and troubleshoot with customers regarding out-of-stock, missed deliveries, re-bookings, etc.
• Approve returns/credit memos for rejected and/or damaged stock.
• Organise free samples/stock to be sent to customers.
• Maintain the GS1 database to ensure product information is accurate.
• Provide energetic, professional, and friendly customer service.
• Coordinate the consumer care process and respond to feedback, including compensation where required.
• Prepare and issue monthly reports on consumer feedback trends.

Skills

Customer experience

Logistics

Export documentation

Inventory and stock control

Job description

Elevate your career with Link Snacks, a global leader in protein snacking. From our family beginnings to becoming a global brand, we continue to grow across Australia and the APAC region.
A Jack Links Customer Experience Agent serves as a vital operational bridge, driving cross-functional alignment and delivering end-to-end service excellence.

This role requires advanced order management capabilities to oversee the seamless processing, tracking, and execution of customer purchases while ensuring a precise, consistent flow of accurate information between Sales, Production, and Logistics teams.

Equipped with exceptional communication skills, you’ll expertly handle proactive customer engagement and complaint management, resolving issues swiftly.

Job Description

What you will do:

Customer Support

• Ensure customer order status and tracking updates are communicated.
• Coordinate customer queries, complaints, and non-conformance responses.
• Oversee the processing, accuracy, and maintenance of Jack Link’s customer
• Monitor all EDI interfaces daily for accuracy and error log resolution.
• Communicate and troubleshoot with customers regarding out-of-stock, missed deliveries, re-bookings etc.
• Approve sales order returns/credit memos for rejected and/or damaged stock.
• Organise free samples/stock to be sent to respective customers.
• Manage and maintain the GS1 database to ensure all branded product information is accurate.
• Provide energetic, professional, and friendly customer service support.
• Co-ordinate the consumer care process, and ensure direct feedback is responded to, including consumer compensation where required.
• Prepare and issue monthly reports on consumer feedback trends and necessary actions.

Logistics and Traceability

• Oversee “Last mile” shipments, ensuring all documentation is correct and complete, per customer market.
• Ensure all pre-shipment and pre-invoice requirements have been met, prior to customer delivery.
• Monitor and track order delivery updates, for status and impact on customer.
• Ensure product traceability is maintained and regularly reviewed.
• Provide business, visibility on weekly basis on, back-order status, SIFOT, manufacturing lead-times, etc.

Qualifications

What you will bring:

• Proven experience within a customer experience team
• Sound logistics experience across all modes of transportation.
• Experience handling export documentation and shipping requirements.
• Proven inventory and stock control exposure.

Who You Are

Service-driven and passionate about delivering exceptional experiences.

Thrives in fast-paced, high-growth environments.

Demonstrates high emotional intelligence and strong stakeholder management.

Detail-oriented, proactive and naturally driven to succeed.

Confident working autonomously and taking ownership.

A genuine advocate and role model for the Link Snacks Way and Values.

Additional Information

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER:
Jack Link’s provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic that is protected by federal, state or local law.

All your information will be kept confidential according to EEO guidelines.