Customer Service Consultant

Citrus Group; Geehi; Sur place; AUD 50 000 - 70 000; Plein temps

Avantages offerts par ce poste

Free onsite parking

Modern office in Bella Vista

Résumé du poste

Primary Connect+ is the supply chain and logistics arm of the Woolworths Group, managing the flow of products across Australia and New Zealand. We are seeking a Customer Service Representative - Supply Chain to join our Operations Support team.

In this role, you will provide timely support by investigating and resolving order-related enquiries and delivering effective solutions in a fast-paced environment. You’ll work with the Transport Customer Service Team to support 4PL operations, respond

Qualifications

• Previous experience in a customer support or operational role within transport, logistics, or supply chain.
• Strong understanding of logistics processes and ability to resolve issues under pressure.
• Excellent communication and interpersonal skills across departments.
• Intermediate proficiency in Excel or Google Sheets.
• Calm, professional approach with a focus on consistent outcomes.

Responsabilités

• Support daily 4PL transport operations and manage service exceptions.
• Respond to customer, transport provider, and internal inquiries across calls, emails, and chats.
• Investigate delivery delays, returns, and claims using internal systems.
• Escalate unresolved issues per defined processes and ensure timely follow-up.
• Contribute to root cause analysis and continuous improvement for key accounts.
• Manage customer-specific non-BAU operational tasks.
• Participate in initiatives to enhance customer and carrier experiences.
• Apply proactive, service-oriented problem-solving to prevent issues.

Description du poste

Primary Connect+ is the supply chain and logistics arm of the Woolworths Group, managing the flow of products across Australia and New Zealand. Operating an extensive network, they move millions of products every week to more than 3,000 retail stores, including Woolworths, BIG W and Dan Murphy's. Primary Connect is looking for a Customer Service Representative - Supply Chain to join our Operations Support team. In this role, you will provide timely and accurate support to internal and external stakeholders by investigating and resolving order-related enquiries, analysing operational information, and delivering effective solutions in a fast-paced supply chain environment. This isn't a traditional contact centre role. Rather than handling high volumes of consumer enquiries, you'll manage investigation cases by reviewing operational information, system data and documentation to determine the cause of issues such as missing, damaged or incorrect stock, ensuring fair and accurate outcomes.

What You’ll Do

As part of our client’s Transport Customer Service Team, you’ll play a key role in delivering exceptional service and operational support across transport functions, ensuring smooth delivery experiences for customers and partners. Your key responsibilities will include:

• Supporting daily 4PL (Fourth Party Logistics) transport operations, building strong relationships with carrier partners, and managing service exceptions.
• Responding to customer, transport provider, and internal stakeholder inquiries across multiple communication channels (calls, emails, chats).
• Delivering outstanding customer service and contributing to the success of our client’s end-to-end supply chain offering.
• Investigating and resolving issues such as delivery delays, returns, and claims using internal systems and tools.
• Escalating unresolved or complex issues in line with defined processes, and ensuring timely follow-up.
• Contributing to root cause analysis and continuous improvement efforts for key customer accounts.
• Managing customer-specific non-business-as-usual (non-BAU) operational tasks.
• Participating in initiatives to enhance customer and carrier experiences.
• Applying a proactive, service-oriented approach to identify and resolve problems early.

What You’ll Bring

• Previous experience in a customer support or operational role within transport, logistics, or supply chain.
• Strong understanding of logistics processes and a proven ability to resolve issues effectively under pressure.
• Excellent communication and interpersonal skills, with the ability to work collaboratively across departments.
• Strong organisational and time management skills with attention to detail.
• Intermediate proficiency in Excel or Google Sheets.
• A calm, professional approach to handling challenging situations and a focus on delivering consistent outcomes.
• A curious mindset with a willingness to ask questions and find root causes before resolving issues.
• Confidence in engaging with internal and external stakeholders to manage requests, disputes, or escalations.
• A reliable and proactive work ethic, with a passion for providing excellent service.

Why join Primary Connect?

• Comprehensive training provided.
• Join one of Australia's leading supply chain and logistics networks.
• Supportive team with ongoing learning and career development opportunities.
• Modern office located in Bella Vista.
• Free onsite parking.
• Play an important role in supporting the smooth movement of goods across one of Australia's largest retail supply chains.