Customer Service Officer

Position Title: Customer Service Officer
Position Type: Regular - Full-Time
Requisition ID: 42145
In every role, McCainers are ambitious, curious, and passionate about creating exceptional work experiences - together. With a customer-first mindset, we make doing business with McCain easy.
About the role.
As a Customer Service Officer, you will play a pivotal role in ensuring our customers and partners receive exceptional service while contributing to the operational excellence of our supply chain.
Based in Ballarat (preferred) or Melbourne, this position is critical in fostering positive and lasting relationships with our customers, 3PLs, cold stores, and transport companies. Your strong communication and problem-solving skills will support our brand's promise every day.
This permanent role is ideally suited to someone available to start around mid-June.
In addition to this permanent opportunity, we also have a 12‑month fixed‑term Customer Service Officer role available, with commencement timing to be confirmed. As part of your application, please indicate whether you are applying for the permanent role, the fixed‑term role, or are open to both.
The 12‑month fixed‑term role carries the same scope, accountability, and day‑to‑day responsibilities as a permanent Customer Service Officer and is fully integrated within the Supply Chain team.
What you'll be doing.

• Promptly respond to customer emails and inquiries, ensuring high customer satisfaction and productive partnerships.
• Accurately process and manage customer orders, identifying and documenting any discrepancies such as out-of-stock items or issues with deliveries.
• Investigate and resolve customer claims and returns, ensuring timely completion to the customer's satisfaction.
• Collaborate regularly with the McCain sales team and key stakeholders including cold stores, transport suppliers, and 3PL partners.
• Maintain accurate records and update SOPs to ensure compliance and ongoing operational improvements.
• Distribute and file incident and performance reports as required.
• Participate in and uphold all Safety and Chain of Responsibility policies.
• Ensure on-time, accurate supply of all customer orders.
• Continually look for ways to enhance customer experience and support team members in a collaborative environment.
• Manage multiple priorities efficiently, supporting team and business needs as they arise.

What you'll need to be successful.

• Prior experience in customer service, ideally within an FMCG, distribution, or supply chain environment.
• Exceptional communication and interpersonal skills.
• Excellent time management and multitasking capabilities.
• Strong attention to detail with a proven track record of accurate data entry and document management.
• Analytical thinker with the ability to resolve work-related issues logically.
• High computer literacy, including extensive experience with Microsoft Excel and Word.
• Effective organization and record management skills.
• Ability to work collaboratively and reliably in a fast-paced, team-oriented setting.
• Initiative to anticipate customer needs and respond proactively.

About the team.
You will be part of a collaborative and customer-focused Supply Chain team, working alongside professionals dedicated to maintaining McCain's reputation for service excellence. The team supports and connects with customers, transport providers, and internal stakeholders, ensuring seamless operations. Your contributions will help strengthen customer relationships and drive continuous improvement within the team.
About McCain.
Click Here to learn more about McCain and how we provide you with opportunities to make an impact that matters.
Leadership principles.
At McCain, our leadership principles guide how we engage with customers, collaborate as a team, and achieve success. We focus on understanding customer needs, driving innovation, empowering people, and taking ownership to clear obstacles and deliver results.
The McCain experience.
We are McCain. This statement is a testament to our collective strength and our individual value. Your contributions play a vital role in our success. Our winning culture is rooted in authenticity and trust, empowering us to bring out the best in one another. Here, you'll find opportunities to learn, grow, and thrive. Join us and experience why we're better together.
#LI-IT1, #LI-Hybrid
*We've got this covered! No external agency support required and unsolicited CVs will not be considered.
McCain Foods is an equal opportunity employer. As a global family-owned company, we strive to be the employer of choice in the diverse communities around the world in which we live and work. We recognize that inclusion drives our creativity, resilience, and success and makes our business stronger. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, veteran status, disability, or any other protected characteristic under applicable law.
McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to find appropriate solutions.
Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with McCain's Global Privacy Policy and Global Employee Privacy Policy , as applicable. McCain leverages AI in the hiring process, though all final decisions are made by humans. You can understand our approach to AI and how your personal information is being handled here .
Job Family: Supply Chain & Logistics
Division: ANZ
Department: Customer Service
Location(s): AU - Australia : Victoria : Ballarat || AU - Australia : Victoria : Melbourne
Company: McCain Foods (Aust) Pty.