Customer Service Representative

PFD Food Services; City of Melbourne; On-site; AUD 52,000 - 70,000; Full time

Benefits offered by this job

Discounted food

Staff parking

Gym membership

Health insurance

Staff discounts

Job summary

PFD Food Services is seeking a Customer Service Representative to join our Melbourne team. In this frontline role, you’ll be the first point of contact for customers, handling orders, inquiries and issues with professionalism and care.

You’ll manage high call volumes, process orders via multiple channels, follow up with customers, and support other departments to ensure accurate, on-time service. A customer-centric mindset is essential.

Qualifications

• Professional phone manner and ability to build lasting customer relationships.
• Strong time management and organisational skills.
• Problem-solving mindset with attention to detail.
• Confidence in selling and negotiating with customers.
• Understanding of the full service cycle from order to delivery.
• Team-first attitude with flexibility to assist where needed.

Responsibilities

• Receive and manage a high volume of inbound customer calls.
• Accurately process orders received via phone, email, fax, and online channels.
• Make outbound calls to follow up with customers, confirm orders, and share product updates.
• Communicate with customers about stock availability and suggest suitable alternatives.
• Handle and record customer complaints, ensuring follow-up and resolution in line with procedures.
• Create and update customer records and assist in setting up new accounts.
• Generate custom pantry/order sheets using customer order history.
• Support other departments with administrative or operational tasks as required.
• Adhere to all workplace health, safety, and food safety and compliance policies.

Skills

Professional phone manner

Customer relationship building

Time management

Organisational skills

Problem-solving

Sales and negotiation

Order-to-delivery cycle understanding

Job description

• Play a key role in supporting the Australian economy.
• Discounted food, travel, entertainment, gym membership, staff parking and, + more.
• Full time work.

Company

For 81 years, we've achieved success through our ability to innovate, placing a clear emphasis on how we best serve our customers' needs. As demand continues to grow, we have expanded rapidly, now delivering a superior range of dry goods, frozen and chilled products, fresh seafood and meat, confectionery, paper products, and cleaning solutions.

In recent years, we've seen significant growth and invested in our systems and processes, building a close partnership with Woolworths Group that has continued to deliver high-quality service for our customers and suppliers.

In 2024, Woolworths moved to a 100% interest in the PFD business, bringing PFD exciting opportunities as a strategic part of the Group. Sharing expertise across both teams will ensure our continued success and drive further growth and unlock our collective potential.

About this Position

We're looking for an energetic and customer-focused individual to join our team as a Customer Service Representative. In this frontline role, you'll be the first point of contact for our valued customers placing orders, handling enquiries, and resolving issues with professionalism and care. If you thrive in a fast-paced environment, love building relationships, and enjoy finding solutions, we'd love to hear from you

Key Responsibilities

• Receive and manage a high volume of inbound customer calls.
• Accurately process orders received via phone, email, fax, and online channels.
• Make outbound calls to follow up with customers, confirm orders, and share product updates.
• Communicate with customers about stock availability and suggest suitable alternatives.
• Handle and record customer complaints, ensuring follow-up and resolution in line with procedures.
• Create and update customer records and assist in setting up new accounts.
• Generate custom pantry/order sheets using customer order history.
• Support other departments with administrative or operational tasks as required.
• Adhere to all workplace health, safety, food safety, and compliance policies, and actively contribute to a positive safety culture.

What We’re Looking For

To thrive in this role, you will bring:

• A professional phone manner and a strong ability to build lasting customer relationships.
• Exceptional time management and organisational skills.
• A problem-solving mindset with attention to detail.
• Confidence in selling and negotiating with customers.
• A clear understanding of the full service cycle from order to delivery.
• A team-first attitude with flexibility to assist where needed.

What PFD is Offering the Successful Candidate

We are offering competitive remuneration, superannuation and other staff benefits (such as discounts on staff purchases, discounted accommodation, health insurance and banking).

Culture & Values

Customer Focus

Know your external and internal customers. Gain and preserve their confidence because we can only be successful if our customers are successful.

Respect

Treat people at work and in the community as they would like to be treated. Act safely, responsibly, and ethically.

Passion

Share the passion of making us a successful and dynamic company. Let's celebrate successes.

Let's minimise the complications of doing business so customer services are on time, accurate and reliable. Share ideas to improve our company.

Leadership

All of us can be leaders in our day to day working lives. Bring out the best in yourself and the people around you. Do what you say you are going to do.

As part of our recruitment process, do you consent to undergoing employment checks? These may include a medical assessment (which may involve drug and alcohol testing), a National Police History Check, a Working With Children/Vulnerable Groups Check, and a Licence Validation/Demerit Point Check.

We do not accept unsolicited CVs from recruitment agencies or third parties. Any CVs sent directly to Line Managers will not be considered, and we will not be responsible for any associated fees or costs.

PFD Food Services is committed to being an Equal Employment Opportunity employer.