Customer Service Representative

At the Independent Hardware Group, we are passionate and committed to our purpose of championing successful independent businesses Australia wide and at the same time strengthening local communities’ one postcode at a time. 

We’re the leading partner to over 635 independently owned stores – giving them a competitive advantage to take the big chains to task, and with the trusted, strong heritage, hardware brands of Mitre 10 and Home Hardware, we enable retailers to the best stores in their town and as such ensuring builders, renovators and DIY’ers build, renovate and maintain the best homes for Australian families.

The business is the 2nd largest player in the Australian hardware market. It is Trade focused with a competitive DIY offer with a rich consumer engagement supported by digital capabilities.  

Join as a Customer Service Superstar

Are you ready to be the friendly voice that makes our members/customers' day?  We're on the lookout for a passionate, problem-solving dynamo to become the first point of contact for our valued customers and our members! As a key member of our team, you'll play a pivotal role in delivering top-notch service and building trust. Reporting to the Customer Service Centre Manager, this is your chance to shine while ensuring our customers enjoy an exceptional experience!

In this Role 

• Be the Voice of the Company – Handle inbound and outbound calls with ease, keeping our customers smiling.
• Keep It Organized – Log all calls with precision in our CRM system, ensuring nothing falls through the cracks.
• Solve Problems Fast – Minimize escalated calls and provide quick, effective solutions.
• Be a Pro – Respond to emails promptly, maintaining our high standards of service.
• Process with Precision – Handle credits, process orders, and efficiently manage service requests.
• Tech-Savvy Navigator – Switch seamlessly between systems to get the job done!
• Flexibility is Key – You’ll work within a rotating roster, ensuring support is always available.

You’re Likely a Match If You have

• Experience that Counts – Previous experience in a similar role will help you hit the ground running.
• Adaptability – Comfortable in a non-scripted environment, able to learn on the fly.
• Tech-Savvy – Proficient in multiple systems and MS Office (Excel, Word, PowerPoint).
• Communication Skills – Strong verbal and written skills that leave a lasting impression.
• Problem-Solving Pro – Quick on your feet and able to troubleshoot with ease.
• Focus on Details – You have a sharp eye for detail and always deliver with accuracy.
• Efficient & Organized – You know how to prioritize and work independently with minimal supervision.
• Team Player – You bring positive energy and adapt easily to new situations.
  Customer-Focused – You’re always striving to exceed expectations and make customers feel valued.

If you're someone who loves helping others, thrives in a fast-paced environment, and has a passion for problem-solving, then we want to hear from you!  Ready to make an impact?  Apply now and let’s make customer service excellence a reality together!

Life at Metcash

🌈 Experience a supportive and flexible work environment. We are a FlexReady accredited workplace!

🌟 Enjoy a 5th week of annual leave every year after your first year.

🌿 Benefit from 2 well-being days and 1 volunteer day annually.

🌐 An abundance of learning, development, and career growth opportunities.

💼 12 weeks of gender-neutral paid parental leave for primary carers.

🏆 Proudly awarded “Bronze Employer for LGBTQ Inclusion”.

🌍 Recognised as 45th in the global "Equileap Top 100" for initiatives on gender equity.

⚖️A neutral gender pay gap of under 5% as published by WGEA 2023- 2024

🥇 Gold accreditation by Mental Health Australia.

💸 Incredible value discounts and perks through our team member app, “Our Local”.

About Us

Metcash is Australia’s leading wholesale distribution company, with revenue 1 exceeding $18 billion in FY24. We’re also an ASX top 125 listed company.

We believe that it is absolutely vital to Australia that there is a sustainable, independent, family-owned business sector. Independent retailers support their local communities. We help them to be the ‘Best Store in Their Town’ by providing merchandising, operational and marketing support across our food, liquor and hardware pillars.

We're dedicated to fostering diversity and inclusion in our workplace and are proud to be an equal opportunity employer. Joining our team means becoming part of something bigger, a company that actively promotes diversity, champions charitable causes, and supports environmental efforts. We welcome applications from individuals of all backgrounds, including First Nations. If you have any specific support or access needs, please don't hesitate to inform us when you apply. Rest assured; your personal information will be handled with the utmost confidentiality in accordance with applicable privacy laws.

Join us and be part of something bigger!

#INHT