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Customer Experience Customer Service SME
Melbourne City & Inner
Contract Full Time

As our Customer Service Subject Matter Expert, based in our Docklands office, you will analyse the current and then develop and implement the future processes for our customer service function, to support the direct business to achieve sustainable sales outcomes through engaged teams and customers.


Reporting through to the Customer Experience Leader, this is a newly created role that offers autonomy for someone to develop, document and improve our existing customer service processes against our overall strategy, while working closely within an agile delivery team. This opportunity will give you great experience in a leading FMCG company and have a substantial impact on our customer experience and business growth.


An agile and effective communicator with honed relationship skills, you will partner with several stakeholders including our Customer Service and Sales leadership teams, direct customers, and our logistics and enterprise services teams. Your ability to navigate and problem solve through a complex sales environment, coupled with your strategic and commercial thinking will help set you up for success in this role.


Bring your strong understanding of customer needs, processes and service operations experience to help you achieve the following; robust governance processes for our ongoing customer service strategy; developing and documenting user stories to enhance the systems requirements for the overall customer service processes and produce and deliver relevant training materials as an ambassador for the product and capability development within the business.


Everything we do revolves around our customer. Through collaboration, we find new and better ways to understand and create experiences our customers love.

Start a conversation with us today!