Customer Experience & Logistics Coordinator

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

Job summary

Jack Link's Protein Snacks in Australia is seeking a Customer Experience Agent to act as the operational bridge between Sales, Production and Logistics, driving cross-functional alignment and end-to-end service excellence.

You will manage orders, coordinate customer inquiries, monitor EDI interfaces, and maintain accurate shipment and product data while delivering proactive support and swift issue resolution.

Qualifications

• Experience in a customer experience or service role.
• Knowledge of logistics and order management processes.
• Familiarity with EDI and sales order systems.

Responsibilities

• 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.
• Maintain sales order management process documents.
• 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.
• 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.

Skills

Customer service

Logistics coordination

Export documentation

Inventory management

EDI systems

Stakeholder management

Job description

Jack Link's Protein Snacks in Australia is seeking a Customer Experience Agent to act as the operational bridge between Sales, Production and Logistics, driving cross-functional alignment and end-to-end service excellence.

You will manage orders, coordinate customer inquiries, monitor EDI interfaces, and maintain accurate shipment and product data while delivering proactive support and swift issue resolution.