About Grove Juice Grove Fruit Juice is one of the largest Australian family-owned fresh fruit processors in Australia. We are Australian farming families crafting premium juice straight from our groves. Our brands include Grove Juice, Boost Juice, and Only Juice, as well as an extensive private label portfolio. We are a vertically integrated manufacturing business which includes large-scale farm production, high-volume raw juice extraction and world class automated bottling systems. We take care of the entire juice making process – we plant, grow, harvest, select and squeeze it ourselves, preserving what’s good for our customers. We’re more than a juice company. We’re a values-based business with a broad purpose to inspire real change and have an overall beneficial impact on our community. As we grow, our contribution to society grows, providing lasting value to our community that’s well beyond our operations. We want to leave our people, our families, our community, and our land in a better place, as a result of our success. Our philosophy is simple; we want to do right by our product, our people, our community and our land. We are in an exciting growth phase in our business, with a renewed focus on building and investing behind Australia’s favourite chilled juice brands. Key Responsibilities Build and maintain professional and courteous relationships with both internal and external customers. Oversee the Customer Service teams’ communications and relationships with representatives from delegated key customers or distributors, and be the point of escalation if required. Accompany sales or account managers to various DCs or customer meetings with customer replenishment teams to build a better rapport. Ensure that customer enquiries and complaints are investigated fully and resolved in accordance with established standards. Ensure, through administrators, that timely communication to customers is adhered to regarding incomplete orders that impact delivery, against invoices/delivery dockets. Ensure that all orders are keyed into the system before 10am. Monitor sales and production schedules, identify inability to fulfil orders and raise issues with internal stakeholders so that problems can be resolved before they arise. Engage internal stakeholders in communication to resolve issues surrounding supply and fulfilment as they arise. Identify gaps and deficiencies within current practices that are contributing towards and compromising customer satisfaction, and develop service standards and processes that: - seek to understand the cause of customer dissatisfaction; - articulate a method to resolve dissatisfaction or escalate issues for others (managers) to resolve; - empower team members to take responsibility for investigation and resolution; and - provide a checking mechanism that the root cause of dissatisfaction has been resolved (issues resolution call/customer survey). Ensure the timely retrieval of customer orders from EDI and customer portals, monitor and ensure accurate processing, follow up and resolve queries before errors in processing occurs. Investigate and resolve all credit claims and report back to internal stakeholders in line with current KPIs. Ensure that records of customer interaction are maintained with details of actions taken and outcomes achieved. Follow up on missed deliveries with the Grove Transport Allocator when escalated by the various customer service officers. Provide regular and adhoc reports in relation to matters arising that impact or have the potential to impact on relationships with customers to the General Manager Sales. Essential Criteria At least 3 years in a similar role. Ability to develop and maintain valuable relationships. Demonstrated experience in leading, coaching, motivating and developing a high performing team. Ability to adapt positively to frequently changing work practices and needs. Sound organisational skills and ability to perform required tasks on a timely basis with minimal supervision. Ability to work in a small team environment Ability to exercise sound judgement when solving problems under pressure. Strong communication skills. Intermediate to Advanced computer skills (e.g. MS Office). Exposure to QAD would be highly regarded. The salary and benefits package will be commensurate with experience and qualifications. If you meet the above qualifications and are excited about the opportunity to work with a dynamic and growing company, please submit your application for consideration.