Retailer and Shopper Support Specialist

At Metcash, you’re part of something bigger. You have all the perks of a small business heart, without missing out on the big business support.

Being part of something bigger means you’re part of a strong purpose, where the work you do makes a big difference to independent business and local communities. It opens a sea of opportunities to develop yourself, grow your career, thrive your way and make your mark. And you’ll be part of our high performing team, where you reap the rewards of our collective success now and into the future.

About the Opportunity

This pivotal role is all about championing our beloved IGA Shoppers and Retailers, ensuring seamless experiences within the dynamic world of IGA Shop Online and IGA Rewards programs. Dive into the heart of the action by engaging with a diverse range of stakeholders, from our dedicated Retailers to the ever-loyal Shoppers, alongside internal teams and external suppliers.

Your mission? To be the go-to problem solver, addressing Retailer queries with finesse and meeting our high service standards. Get ready to make a real impact by managing escalated service needs and keeping our customer satisfaction soaring. Join us and be the superhero of IGA support!

It's a 12 month's fixed term role. 

In this Role

• Manage the resolution of Shopper and Retailer support Issues escalated from Customer Service or other areas of the business for IGA Rewards resolving product or service problem, determining root cause, and following up to ensure resolution.
• Maintain a positive working relationship with state operations teams, retailers, suppliers, and vendors.
• Meet Shopper and Retailer Satisfaction goals and co-ordinate with the IGA Customer service team to achieve these goals.
• Deliver the operational aspects of the Host, Pricing and Promotions programs as they interact with IGA Rewards and IGA Shop Online

You’re Likely a Match If you have

• Advanced written & verbal communication
• 3+ years in a similar role in a customer focussed business such as Retail or FMCG
• Strong experience working with multiple stakeholders, including B2B customers, and B2C customers.
• Good knowledge and experience in Microsoft Excel

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 the “Bronze Employer for LGBTQ Inclusion”.

🌍 Recognized as the 74th in the "Equileap Top 100" globally for initiatives on gender equity.

🥇 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 FY23. We’re also an ASX top 100 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 become part of something bigger!

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