Retailer and Shopper Support Specialist

Metcash Trading Limited; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

5th week annual leave

Well-being days

Volunteer day annually

Career growth opportunities

Parental leave 12 weeks

Mental Health Australia accreditation

Flex Ready

Family friendly workplace

Job summary

Metcash Trading Limited is seeking Retailer and Support Shopper Specialists to support the national rollout of the IGA Shop Online and IGA Rewards programs on a permanent full-time basis.

In this role, you will resolve shopper and retailer enquiries, work closely with internal teams and partners, and assist with chargebacks, payments, and promotions, all while supporting efforts to maintain high satisfaction for both shoppers and retailers.

Qualifications

• 3+ years experience in a customer service or stakeholder-facing role.
• Strong communication with customers, retailers, and internal stakeholders.
• Proven problem-solving skills to identify root causes.
• Ability to build relationships and deliver excellent customer experiences.
• Experience in fast-paced environments with multiple priorities and meeting SLAs.
• Exposure to eCommerce or online retail is highly regarded.
• FMCG/retail/customer experience program experience preferred.

Responsibilities

• Resolve complex Shopper and Retailer enquiries escalated from Customer Service and internal business teams.
• Investigate issues, identify root causes, and implement effective solutions to drive positive outcomes.
• Manage complaints and service requests within agreed service levels, ensuring timely resolution and follow-up.
• Build and maintain strong relationships with Retailers, State Operations teams, suppliers, and external partners.
• Support the management of pricing, promotions, host programs, and retailer operational processes.
• Oversee retailer and shopper payments, refunds, fees, and chargeback activities for online programs.
• Deliver exceptional service and contribute to shopper and retailer satisfaction through continuous improvement and stakeholder collaboration.

Skills

Customer service

Communication

Problem solving

Relationship building

Multi-tasking

Ecommerce exposure

Job description

At Metcash, you're part of something bigger. We've got the heart of a small business with the strength and support of a big business.

When you join Metcash, your work makes a real difference to independent businesses and local communities, empowering you to:

• Grow your career with tailored development programs
• Thrive your way with flexible work options
• Make your mark in a high-performing, values-led team

At Metcash Food, We're the power behind local business, proudly supplying over 1600 independently owned stores in every corner of Australia and New Zealand. With a range of trusted independent brands like IGA, Foodland and Campbells/C-Store, our stores sit at the heart of their communities, providing locals with the products and homegrown produce they love most.

About the Opportunity

We are currently seeking a Retailer and Support Shopper Specialists to support the national roll-out of the IGA Shop Online and IGA Rewards programs on a permanent full-time basis.

In this role, you will help ensure the smooth operation of these programs by resolving support issues for shoppers and retailers, working closely with internal teams and partners. You will also assist with tasks related to chargebacks, payments, and promotions, all while supporting efforts to maintain high satisfaction for both shoppers and retailers.

If you're a problem solver with a passion for customer service and program support, we would love to have you on our team!

In this Role

• Resolve complex Shopper and Retailer enquiries escalated from Customer Service and internal business teams
• Investigate issues, identify root causes, and implement effective solutions to drive positive outcomes
• Manage complaints and service requests within agreed service levels, ensuring timely resolution and follow-up
• Build and maintain strong relationships with Retailers, State Operations teams, suppliers, and external partners
• Support the management of pricing, promotions, host programs, and retailer operational processes
• Oversee retailer and shopper payments, refunds, fees, and chargeback activities for online programs
• Deliver exceptional service and contribute to shopper and retailer satisfaction through continuous improvement and stakeholder collaboration

. You're Likely a Match If

• 3+ years' experience in a customer service, customer support, or stakeholder-facing role
• Strong communication skills, with the ability to engage effectively with customers, retailers, and internal stakeholders
• Proven problem-solving skills, with the ability to investigate issues, identify root causes, and deliver effective solutions
• Demonstrated ability to build and maintain strong relationships while delivering exceptional customer experiences
• Experience working in a fast-paced environment, managing multiple priorities and meeting service level expectations
• Exposure to eCommerce, digital platforms, online retail, or operational support environments will be highly regarded
• FMCG, retail, loyalty, or customer experience program experience will be viewed favourably

What's on offer

We're proud to offer a workplace that supports your well-being, growth, and belonging:

Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually

Career Growth: Endless learning and development opportunities

Parental Leave: 12 weeks of gender-neutral paid leave for primary carers

Mental Health: Gold accreditation by Mental Health Australia

Flexibility: Flex Ready and Family Friendly Workplace accredited

About Us

Join us and be part of something bigger!

Metcash is Australia's leading wholesale distribution company, with $19.5 billion in sales (FY26) and a proud spot in the ASX Top 125.

We believe in the power of independent, family-owned businesses to shape vibrant communities. Through our food, liquor, and hardware pillars, we help retailers become the 'Best Store in Their Town' by providing merchandising, operational and marketing support.

We're committed to diversity, inclusion, and sustainability - and we welcome applicants from all backgrounds, including First Nations. If you need support during the application process, just let us know. Your privacy and dignity are always respected.