Resolve Team Member – Delivery

This position is responsible for…

Provide customer service and resolution to customers and key stakeholders

Key Accountabilities

• Manage ordering and delivery related customer inquiries
• Investigate root cause of problems and provide a working solution
• Identify and escalate potential issues and risks
• Seek an effective solution to all queries from Franchisee’s, Distributors, transport and sales team members
• Input case details in Salesforce and maintain case notes
• Manage daily case load and call volume to ensure best customer service experience.
• Process claims
• Process orders where applicable
• Promote company brand and service
• Actively seek out opportunities to enhance customer service through various means and initiatives
• Maintain a mind-set of continuous improvement

The following accountabilities are common to all positions:

• Complete all tasks and duties as reasonably requested by your leader.
• Pro-actively seek continuous improvement opportunities within the business.

Health, Safety and Environment (HSE) Accountabilities

• Promote and participate in the Safety Management System and develop a proactive safety culture.
• Be a role model for working safely and promoting a safe working environment.
• Adhere to safe work procedures and systems in consultation with elected OH&S Representatives and team members.
• Proactively contribute to the identification and resolution of workplace hazards.
• Work safely at all times.
• Comply with all relevant environmental legislative requirements.
• Actively contribute to reducing waste, conserving water and energy and other sustainability initiatives.
• Comply with environmental management systems.
• Actively participate in understanding your environmental responsibilities.

Leadership Accountabilities (applicable for all positions with direct reports)

• Set clear expectations and lead by example. Deliver on your commitments and strive for excellence.
• Give timely and meaningful feedback that is useful and respectful.
• Adopt a positive approach and appropriately recognise effort and results.
• Communicate openly and honestly, sharing information and knowledge.
• Take personal responsibility for the performance and outcomes of your team.
• Drive supportive accountability and engage your people.

Values and Core Competencies

Our culture is underpinned by a set of common values, which set the standard for employee behaviour. They should be translated into every aspect of work from relationships with customers and colleagues, to the way employees conduct themselves on a daily basis.

Values

Core Competencies

Key Behaviours

Ambition

• Performance
• Continuous Improvement
• People Development

• Set high goals and drive for performance
• Seek all opportunities for continuous improvement
• Identify areas for developing oneself and others

Engagement

• Loyalty
• Accountability
• Tenacity
• Entrepreneurship

• Support positively and protect the company
• Account for his/her own activities and accept responsibility for them
• Overcome obstacles
• Demonstrate an entrepreneurial mind-set

With Simplicity

• Pragmatism
• Transparency
• Accessibility

• Work in a practical and effective manner (with common sense)
• Act and communicate with clarity and transparency
• Ensure relationships are based on accessibility, modesty and proximity

Minimum Requirements

Formal Education and

Statutory Requirements

• Tertiary qualifications in Business or Supply chain related field.
• Minimum 3 years Customer Service / Orders role in FMCG environment.

Essential Skills and

Knowledge

• Strong interpersonal skills in order to build effective relationships and processes with the customer and Lactalis colleagues. A good networker.
• Displays excellent negotiation skills; able to achieve mutually acceptable solutions to complex problems which arise; level headed, able to manage and resolve issues under pressure.
• Comfortable dealing with and influencing. Proven ability to convince others and remain open minded to their ideas.
• Thrives in a rapidly changing environment, able to champion change and motivate others to respond positively.
• Detail conscious, accurate and precise.
• Good time management and ability to prioritise.
• Computer literate – advanced Excel user, able to quickly grasp the use of different systems and manage infrastructure and system challenges.
• Able to identify trends, and alert team to evolving issues.