Senior Customer Relationship Manager

Vinarchy; Adelaide; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Staff wine allowance

Loyalty Leave

Vinarchy Anniversary Day off

Go Beyond Day

Online learning library

Employee Assistance Program

Exclusive employee discounts

Job summary

Vinarchy is seeking a Senior Customer Relationship Manager to join the Customer Service team on a 12-month fixed-term contract. You will act as the primary contact for customers and commercial colleagues for domestic order execution and provide back-up support to the Domestic Manager.

Working with commercial teams, you will manage customer service activity, resolve order issues and support process improvements to uphold high service levels.

Qualifications

• Proven ability to build strong relationships with customers and internal teams.
• Demonstrated decision-making and problem-solving in fast-paced settings.
• Strong attention to detail and prioritisation across competing tasks.
• Proficient in MS Office; Excel/Power BI skills preferred.
• Experience in FMCG, logistics or supply chain is advantageous.
• Experience with JD Edwards or similar ERP is a plus.

Responsibilities

• Serve as the primary contact for customers and commercial teams for domestic orders.
• Resolve order, supply, and transport issues and support process improvements.
• Coordinate communications between customers and sales teams.
• Provide training and back-up support to the Customer Service Domestic Manager.
• Analyse service metrics and assist with financial reporting.

Skills

Relationship building

Effective communication

Decision making

Attention to detail

Microsoft Office (Excel/Power BI)

FMCG/logistics experience

JDE experience

Tools

JDE

Job description

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Crafting extraordinary wines in Australia, New Zealand, Spain, Italy, South Africa, Chile and the United States, and sharing them in almost every corner of the world, we are relentlessly innovative, ambitious and imaginative at every stage from grape to glass.

About the role

We have an opportunity for a Senior Customer Relationship Manager to join our Customer Service team, on a 12 month fixed-term contract, acting as the primary point of contact for customers and commercial team members for domestic order execution. This role also provides formal back-up support to the Customer Service Domestic Manager.

Working closely with our commercial teams, you will help manage customer service activity, resolve order and supply issues, support process improvements, and ensure service levels are maintained to a high standard.

Key Responsibilities Include:

• Support all key functions across Customer Service, including domestic order execution and commercial team enquiries.
• Troubleshoot supply, order, claim, credit, sample order, return and transport-related issues.
• Coordinate customer and sales team communications to ensure issues are clearly identified and managed in a timely manner.
• Manage operational system updates and issue resolution.
• Act as the first point of contact for offshore support teams, including providing training where required.
• Provide ongoing training, support and guidance to the onshore team, including stepping in when the Customer Service Manager is unavailable.
• Identify system and process corrections, support continuous improvement, and assist with process and procedural mapping.
• Interpret reporting on key service metrics and basic financial results to support service outcomes.

What You’ll Bring:

• Strong relationship-building skills and the ability to communicate effectively with customers, sales teams and internal stakeholders.
• A practical, solutions-focused approach with the ability to make quick and informed decisions.
• High attention to detail, with the ability to manage competing priorities in a fast-paced environment.
• Administrative experience and confidence using Microsoft Office, with Excel or Power BI skills preferred.
• Well-developed data analysis skills and the ability to interpret service metrics and basic financial results.
• Experience in FMCG, logistics or supply chain environments will be highly regarded.
• Previous experience using JDE or a similar system would be preferred.

Why Join Us?

Vinarchy is a home for passionatepeople to do their very best work. We believe in empowering our people and celebrating success.

We offer a competitive rewards package and the opportunity to work with a world-class team.

You’ll also have access to:

• Staff wine allowance and access to unique wine specials
• Loyalty Leave - earn up to 1-week additional annual leave after 5 yrs
• Vinarchy Anniversary Day off
• Go Beyond Day - making a difference in your local community
• Access to an extensive online learning library
• Employee Assistance Program
• Exclusive employee discountswith national retailers

At Vinarchy, we are dedicated to building a diverse, dynamic and inclusive culture. Prospective candidates will be required to provide proof of legal work rights and undertake relevant pre-employment screening to verify eligibility and suitability.