Customer Service Representative - Primary Connect Customer Hub

Job Description

Career Opportunities: Customer Service Representative - Primary Connect Customer Hub (1019327) Requisition ID 1019327 - Posted - Primary Connect - VIC - Part-time - Retail Operations Primary Connect is the most extensive food and retail supply chain network in Australia and New Zealand. Our 10,000-strong team is an essential part of the expansive Woolworths Group, which encompasses Woolworths Supermarkets and Metro stores, BIG W, Countdown NZ, Quantium, and more. With us, your possibilities are not limited to a single opportunity. We’re delivering to more than 3,000 retail stores every day (stores like Woolworths, BIG W, Dan Murphy’s, and BWS), but at Primary Connect, we’re more than just a supply chain business. We’re a big team, but every individual plays a pivotal role and leaves a distinctive impact. Our extensive reach opens up boundless opportunities for learning, growth, and professional development. By raising your hand, fostering relationships, and seizing the moment, you can take control of your own unique path. About the role As a Customer Service Agent in our Mulgrave office, you will respond to customer service requests and queries (e.g., urgent orders, stock queries, delivery ETAs, etc.), reducing workload for the Distribution Centre (DC) teams and improving service outcomes for our many store partners and customers. This is a part-time role offering 36 hours per week on a 4-day roster and is best suited to availability to work Sunday, Monday, Tuesday, and Friday from 2:00 pm to midnight. You must also be available to cover the night shift roster when required when the night team is on leave or sick. Night shift hours are 7:00 pm - 5:00 am. What you’ll do Respond to high-volume incoming customer requests and queries via various mediums (calls/email/feedback app) in a timely manner. Capture requests and queries in relevant systems to enable speedy resolution, manage ongoing reporting, and strive for continuous business improvement. Troubleshoot and problem-solve independently using relevant systems and applications before escalating or engaging DC teams. Accurate data entry and excellent communication are key to the success and credibility of this department. When under pressure, support should be sought to ensure a high level of accuracy. What you’ll bring Customer-centric mindset with strong retail store operations experience. Strong verbal and written business communication skills. Be curious and detailed: Ask plenty of questions, seek the root cause before determining a resolution path. Confidence to resolve business requests that may require engaging stakeholders in different parts of the business. Strong attention to detail and be adept at recording as much detail as possible. An ability to stay calm, prioritize effectively, and remain focused when under pressure. Proficient in computer systems such as Microsoft or Google Suite and have confidence in navigating new systems. What you’ll experience Team discounts across our range of Woolworths Group brands you know and love. Permanent roles. Comprehensive on-the-job & safety training. Endless possibilities with Woolworths Group We’re a proud part of the Woolworths Group – 200,000+ bright minds, passionate hearts, and unique perspectives working together connected by a shared purpose – ‘to create better experiences together for a better tomorrow.’ Here you’ll be supported and empowered to explore new ideas, make brave commitments, and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. Backed by a culture of genuine care, a flexible approach to work, and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless. Everyone belongs at Woolworths Group Diversity, equity, inclusion, and belonging are key to realizing our purpose of better together for a better tomorrow. We recognize the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential. We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process. You can learn more about working with us on LinkedIn or via Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes. #J-18808-Ljbffr