Onsite Customer Experience Coordinator

CCEP; City of Melbourne; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Free drinks onsite

Product allowance

Job summary

Coca-Cola Europacific Partners (CCEP) is seeking a Customer Service Coordinator for our Heatherton site in Victoria. This onsite, six‑month fixed‑term role requires you to provide frontline customer support across phone, email, live chat and face‑to‑face interactions while collaborating with warehouse and dispatch teams.

You will handle collections, cooler swaps, equipment returns and real‑time delivery updates, ensuring accurate records and a high standard of service.

Qualifications

• Experience in customer service, ideally within logistics, warehousing or delivery operations.
• Strong written and verbal communication skills with ability to adapt to different customer needs.
• Proactive, problem-solving mindset and ability to resolve issues with empathy and efficiency.

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.

Skills

Customer service

Communication

Problem solving

Team collaboration

Attention to detail

Tools

Microsoft Dynamics

Excel

Teams

Job description

Coca-Cola Europacific Partners (CCEP) is seeking a Customer Service Coordinator for our Heatherton site in Victoria. This onsite, six‑month fixed‑term role requires you to provide frontline customer support across phone, email, live chat and face‑to‑face interactions while collaborating with warehouse and dispatch teams.

You will handle collections, cooler swaps, equipment returns and real‑time delivery updates, ensuring accurate records and a high standard of service.