Retailer & Shopper Success 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

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.