Customer Service Representative - Supply Chain

Citrus Group; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Free onsite parking

Job summary

Primary Connect, part of the Woolworths Group, is seeking a Customer Service Representative - Supply Chain to support the Operations Support team in Melbourne. You will investigate order discrepancies, review data, and liaise with distribution centres and transport providers to resolve cases.

You will manage multiple investigations with attention to detail, communicating clearly with internal and external stakeholders, and recording outcomes for continuous improvement.

Qualifications

• Experience in logistics, supply chain, warehousing, or retail operations.
• Previous experience in customer service, case management or investigations is advantageous.
• Strong communication skills and ability to build relationships with stakeholders.
• Curiosity to ask questions, investigate issues and identify root causes.
• Attention to detail and analytical thinking.
• Ability to stay calm and focused while managing priorities.
• Comfort with multiple computer systems and quick learning of new tech.
• Good organisational and time management abilities.
• Proactive attitude and desire to learn and improve.
• Experience with warehouse management systems, transport operations or inventory processes is highly regarded.

Responsibilities

• Investigating order discrepancies and stock-related enquiries.
• Reviewing operational systems and records to determine issue causes.
• Liaising with internal teams, distribution centres and transport providers to gather information and resolve cases.
• Managing multiple investigation cases while meeting service level agreements.
• Providing professional written and verbal communication to stakeholders.
• Accurately recording investigation outcomes and identifying trends for improvement.

Skills

Communication

Attention to detail

Analytical skills

Time management

Curiosity

Problem solving

WMS experience

Tools

Warehouse management systems

Transport operations software

Job description

Customer Service Representative - Supply Chain

The role:
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 will be doing:

• Investigating order discrepancies and stock-related enquiries.
• Reviewing operational systems, documentation and relevant records to determine the cause of issues.
• Liaising with internal teams, distribution centres and transport providers to gather information and resolve cases.
• Managing multiple investigation cases while meeting service level agreements.
• Providing professional written and verbal communication to internal and external stakeholders.
• Accurately recording investigation outcomes and identifying trends and opportunities for continuous improvement.

To be successful, what you will bring:

• Experience in logistics, supply chain, warehousing, retail operations or a similar operational environment is desirable.
• Previous experience in customer service, case management or investigations is advantageous.
• Strong written and verbal communication skills with the ability to build positive relationships with a wide range of stakeholders.
• A curious mindset with the confidence to ask questions, investigate issues and identify root causes.
• Excellent attention to detail and strong analytical skills.
• The ability to remain calm, resilient and solutions-focused while managing competing priorities.
• Confidence using multiple computer systems and quickly learning new technology.
• Strong organisational and time management skills.
• A proactive attitude with a genuine desire to learn and continuously improve.
• Experience with warehouse management systems, transport operations or inventory processes will be highly regarded.

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 Mulgrave, VIC.
• Free onsite parking.
• Play an important role in supporting the smooth movement of goods across one of Australia's largest retail supply chains.

Please note: Successful applicants will be required to complete a National Police Check as part of the pre-employment screening process. By applying for this role, you acknowledge and agree to undertake this check if your application progresses.