Customer Service Representative

We are seeking a proactive and detail-oriented Customer Service Representative (Internal Job Title is Service Operations Executive to join our logistics service team and play a key role in delivering effective support for logistics services and the sales teams.

Reporting to the Logistic Services Leader and working in a team of 14, your efforts will contribute to achieving key services, ensuring customer-centric solutions for Lion’s supply chain. You will be instrumental in supporting both our national on-premise and field sales teams in achieving their strategic and tactical goals, all while maintaining a world-class, customer-oriented supply chain at optimal costs.

This is a Permanent Full Time position based in our Sydney CBD office, this position offers a hybrid working model which allows you work 2 days at home and 3 days in the office.

Key Responsibilities:

• Order Intake and Processing: Efficiently manage order intake through SAP and CRM, ensuring accurate processing, confirmations, and ongoing support.
• Proactive Keg and Product Return Management: Take ownership of keg and product return management, ensuring smooth operations and minimizing disruptions to service.
• SAP Utilization and Daily Cut-off Management: Leverage SAP tools to ensure effective daily cut-offs are run, and monitor order flow for any discrepancies.
• Order Reallocation and Stock Management: Proactively manage order reallocations during stock outages, creating allocations and restrictions as necessary. Work closely with the Sales Communication team to communicate stock management updates.
• SAP Transactional Activities: Perform a variety of SAP transactional activities, including order creation, adjustments, releasing, and invoice processing, ensuring data accuracy at all times.
• Issue Escalation and Risk Management: Identify and escalate any issues that could lead to service failures or increased costs, acting swiftly to mitigate risks.
• Root Cause Analysis and Continuous Improvement: Support problem-solving and root cause analysis efforts alongside the broader Supply Chain team, contributing to continuous process improvements and operational efficiency.
• Inventory Support (if required): Assist in undertaking inventory management processes when needed to ensure stock levels are optimized.

Key Requirements:

• Knowledge and experience in SAP is highly desirable
• Detail-oriented with a focus on accuracy in order processing and inventory management
• Excellent communication and problem-solving skills
• Ability to work collaboratively within a team and across multiple departments
• A proactive, can-do attitude with the ability to handle escalated issues effectively
• Previous experience in logistics, supply chain, or sales operations is highly advantageous