Customer Service Coordinator - Heatherton

Coca-cola European Partners; City of Melbourne; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Free drinks onsite

Monthly product allowance

Corporate benefits

Zoo passes

CCEP Care Program

Volunteer days

Community grants

Job summary

Coca-Cola Europacific Partners is seeking a Customer Service Coordinator for an onsite, 6-month fixed-term role at our Heatherton site in VIC. You will provide frontline service across phone, email, live chat, and in-person interactions, coordinating with warehousing and dispatch to resolve issues and keep deliveries running smoothly.

Move between customer service and operations, assisting with collections, cooler swaps and equipment returns while maintaining accurate records and supporting

Qualifications

• Previous experience in customer service, ideally within logistics, warehousing, distribution or delivery operations.
• Strong written and verbal communication skills, with the ability to adapt to different customer needs.
• Proactive, problem-solving mindset and the ability to resolve issues with empathy and efficiency.
• Ability to work independently while collaborating with operational and customer-facing teams.
• Strong technology skills with systems such as Microsoft Dynamics, Excel, Teams.

Responsibilities

• Respond promptly to customer inquiries via phone, live chat, email and face-to-face interactions.
• Resolve delivery and service issues with logistics and dispatch teams.
• Provide real-time delivery updates and coordinate timely resolutions.
• Support walk-in customers with collections, cooler swaps and equipment returns.
• Maintain accurate records of customer interactions and delivery information.
• Work across multiple systems to retrieve and update customer and operational information.
• Assist with stock verification and cooler handling during collections.
• Support day-to-day distribution centre operations with warehouse teams.
• Maintain compliance with site safety requirements.

Skills

Customer service

Logistics

Communication

Problem solving

Microsoft Dynamics

Excel

Teams

Tools

Microsoft Dynamics

Excel

Teams

Job description

We are Coca-Cola Europacific Partners (CCEP). We have 39,000 people serving 4 million customers in 31 markets. We combine the strength and scale of a large, multi-national business with an expert, local knowledge of the customers we serve and communities we support. We invest, employ, manufacture, and distribute locally.

The Opportunity

Join Neverfail as a Customer Service Coordinator, where your hands-on support and customer-first approach will directly contribute to delivering an outstanding customer experience and smooth day-to-day operations.

This is a fast-paced, site-based role where no two days will be the same. You’ll provide responsive customer service across phone, email, live chat and face-to-face interactions, while working closely with our warehouse, logistics and dispatch teams to resolve issues and keep deliveries running smoothly.

You’ll move between customer service, dispatch and operational areas, providing real-time support to customers, coordinating solutions and assisting with collections, cooler swaps and equipment returns.

This is a 6-month fixed-term contract based onsite at our Heatherton, VIC site. We have two opportunities available.

Key Responsibilities

• Respond promptly and professionally to customer enquiries via phone, live chat, email and face-to-face interactions.

• Resolve delivery and service issues efficiently, working closely with logistics and dispatch teams to identify and implement solutions.

• Provide customers with real-time delivery updates, manage exceptions and coordinate timely resolutions.

• Support walk-in customers with collections, cooler swaps and equipment returns, ensuring accuracy and a positive customer experience.

• Maintain accurate records of customer interactions, delivery information and service outcomes.

• Work across multiple systems to retrieve and update customer and operational information.

• Assist with operational activities including stock verification and cooler handling during customer collections.

• Work closely with warehouse and dispatch teams to support smooth day-to-day distribution centre operations.

• Maintain compliance with all site safety requirements, including PPE and relevant operational protocols.

• Identify opportunities to improve customer service processes and contribute to continuous improvement initiatives.

About You

You are a customer-focused and solutions-oriented professional who enjoys working in a fast-paced, hands-on environment. You’re confident communicating with a diverse range of customers and stakeholders and are comfortable moving between customer service and operational activities throughout the day.

You’re organised, proactive and able to manage competing priorities while maintaining accuracy and a high standard of service.

In addition, you will have:

• Previous experience in customer service, ideally within logistics, warehousing, distribution or delivery operations.

• Strong written and verbal communication skills, with the ability to adapt your approach to different customer needs.

• A proactive, problem-solving mindset and the ability to resolve issues with empathy and efficiency.

• Confidence working independently while also collaborating closely with operational and customer-facing teams.

• Strong technology skills and experience using systems such as Microsoft Dynamics, Excel, Teams or similar platforms.

• The ability to navigate multiple systems to accurately update and retrieve customer, delivery and operational information.

• Strong attention to detail and the ability to maintain accurate records in a high-volume environment.

• A strong commitment to workplace safety and operational compliance.

• Flexibility and a willingness to work in a fully onsite environment, Monday to Friday.

What We Offer

• Enjoy ongoing learning opportunities and access to career development across CCEP.

• Enjoy free drinks onsite and a generous monthly product allowance from our portfolio of amazing brands, with enough to share with family and friends.

• Access corporate benefits including Fitness Passport and discounts with a range of leading brands and CCEP customers, including Microsoft, Lenovo, Hertz, GoGet and Estée Lauder.

• Enjoy free family passes to Taronga Zoo, Perth Zoo and Queensland Australia Zoo, plus discounted access to Merlin Entertainment venues including SEA LIFE, WILDLIFE Sydney Zoo, Sydney Tower and LEGOLAND Discovery Centre Melbourne.

• Access our CCEP Care Program, providing support across Government Services, Social Welfare Organisations and matters impacting your emotional, psychological, financial and physical wellbeing.

• Be part of a business that gives back to local communities, with opportunities to nominate community organisations for grants, two volunteer days per year and product donations.

Coca-Cola Europacific Partners is committed to an inclusive, equitable and safe workplace where everyone is supported. If you need any accessibility adjustments during the process, please let us know. Your wellbeing matters to us.

When you join CCEP, you're stepping into a global organisation known for developing exceptional talent. We invest deeply in learning, mobility and long term growth, creating an environment where your ambition is backed and your career can thrive.