Customer Service Representative

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 Metcash Food Service and Convenience business includes a banner of brands that specialise in the supply to wholesale, convenience, foodservice and QSR customers across Australia. Some of these brands include Campbells, Superior Food Services, Independent Grocers (NT), Mooloolah River Fisheries, Sealanes, Southern Cross Marines and Global Meats. Joining the Metcash Food Service and Convenience business means the work you do contributes to brands with real purpose, empowering independent businesses and strengthening local communities across Australia. About the Opportunity Join Metcash Food Service & Services at Pinkenba as a Customer Service Representative and become the first point of contact for our valued customers. In this fast-paced role, you'll manage customer orders, resolve enquiries, support sales initiatives and work closely with operations to ensure an exceptional customer experience from order through to delivery. This is more than a customer service role. It's an opportunity to build a long-term career with Metcash. You'll gain exposure to sales, operations and account management while developing valuable commercial skills in a high-volume environment. For the right person, career pathways can lead into Sales Representative, Area Sales and National Account Management opportunities In this Role Process customer orders accurately and efficiently, ensuring they progress through to operations. Manage inbound and outbound customer calls in a busy, fast-paced environment. Respond to customer enquiries and resolve product, order and service-related issues. Manage EDI and other system-generated orders through to the operations team. Monitor shared email inboxes and action customer orders and enquiries promptly. Build strong working relationships with customers, drivers, sales representatives and internal teams. Identify appropriate upselling opportunities and contribute to sales and customer service targets. Support general administrative activities across the business, including accounts payable and accounts receivable tasks when required. What are we looking for? Previous tele-sales or customer service experience within a fast-paced environment, ideally with at least 12 months of relevant experience. Strong communication skills and the confidence to engage with new and existing customers, drivers and internal stakeholders. Excellent attention to detail, with the ability to manage competing priorities and time-critical deadlines. A positive and collaborative approach, including the judgement to ask questions, escalate issues and seek support when required. Microsoft Office 365 experience, with food industry or PRONTO system experience highly regarded 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 🌈 Inclusive Culture: Bronze Employer for LGBTQ Inclusion ⚖️ Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024–2025) 🧠 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 (FY25) 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. Please note: This role is being managed directly by our internal Talent Acquisition team. We respectfully request that recruitment agencies do not submit profiles or make contact regarding this opportunity. #LI-IS1 #INFLA #LI-Onsite