Customer Relationship Manager

Vinarchy group.; Adelaide; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive rewards package

Job summary

Vinarchy is seeking a customer service and logistics coordinator to ensure end-to-end order fulfilment for domestic and export operations. You will act as a key link within the supply chain, resolving service issues and maintaining accurate system processes.

Bring strong customer service, proactive communication, and a collaborative approach to support cross-functional teams and drive continuous improvement. The role offers growth within a dynamic wine company.

Qualifications

• Demonstrated customer service excellence and stakeholder management.
• Strong communication and relationship management abilities.
• Proactive, solutions-focused mindset with data-driven approach.

Responsibilities

• Deliver exceptional customer service and manage enquiries and complaints.
• Support order fulfilment and logistics for domestic and export operations.
• Validate pricing and resolve EDI/ASN issues to ensure data integrity.
• Manage customer claims, credits, and stock return procedures.
• Coordinate with sales, 3PL and freight forwarders; assist training to uplift team capability.
• Drive continuous improvement and monitor service metrics.

Skills

Customer service

Communication

Analytical skills

Team collaboration

Problem solving

Tools

EDI systems

Inventory management

Job description

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Vinarchy. Redefining Wine.
Our portfolio includes global icons like Jacob's Creek, Hardys, and Campo Viejo and rising stars including Grant Burge, Petaluma, St Hugo, and Brancott Estate, plus many more. We are imaginative, ambitious, and unafraid to challenge convention as we shape the future of wine.

About the role

This role is responsible for delivering exceptional customer service and supporting end-to-end order fulfilment for both domestic and export operations. This role will act as a key link within the supply chain teams, whilst resolving service issues and ensuring accurate system processes.

Key Responsibilities:

• Deliver Exceptional Customer Service – Manage enquiries, complaints, and stakeholder communications to maintain high satisfaction levels.
• Order Fulfilment & Logistics – Support stock checks, domestic/export fulfilment, export bookings, and coordinate with 3PL and freight forwarders.
• Process Accuracy & System Management – Validate pricing, resolve EDI/ASN failures, process corrections, and ensure data integrity.
• Claims & Returns Handling – Accurately manage customer claims, credits, and stock return procedures.
• Cross-Functional Communication & Training – Act as liaison between customers and sales, and support training to uplift team capability.
• Continuous Improvement & Reporting – Drive service improvements, maintain procedures, and analyse service metrics and basic financials.

What You’ll Bring:

To succeed in this role, you’ll bring strong customer service skills with a proactive and solutions-focused mindset. You'll need exceptional communication and relationship management abilities, along with a solid understanding of order fulfilment processes, export logistics, and inventory coordination. You’ll also bring a drive for continuous improvement, strong analytical skills, and a collaborative approach to cross-functional support and training.

Why Join Us?

Vinarchy is a home for passionate people to do their very best work. We believe in empowering our people and celebrating success.
We offer a competitive rewards package and the opportunity to work with a world-class team.

At Vinarchy, we are dedicated to building a diverse, dynamic and inclusive culture. Prospective candidates will be required to provide proof of legal work rights and undertake relevant pre-employment screening to verify eligibility and suitability.