Job Key Account Support Officer - Aldi, Sydney

Job Description

Work with us to sustainably bring brands to life! As Key Account Support Officer, you will be responsible for managing and supporting the National Business Manager in a fast-paced FMCG Contract Manufacturing environment. This role focuses on ensuring excellent service delivery, managing customer relationships, and handling inquiries and order-related issues. The ideal candidate will be proactive, detail-oriented, and customer-focused, assisting in maintaining strong, long-lasting relationships with customers while ensuring smooth customer service support.

Your key responsibilities will be to:

• As the primary point of contact for customers, handle inquiries, complaints, and feedback in a professional and timely manner.
• Address customer concerns regarding product availability, pricing, order status, and delivery timelines.
• Ensure clear communication and proactive updates to customers regarding order progress or any delays
• Work closely with internal departments such as Sales, Production, Logistics, and Finance to ensure a smooth flow of information and prompt resolution of customer issues.
• Assist the National Business Manager by providing necessary customer information and supporting in administrative tasks such as preparing quotations, order processing, and documentation.
• Track and report on customer satisfaction via dealing with their individual contacts, providing regular feedback to the National Business Manager on potential areas for improvement.
• Maintain accurate customer records and order history, ensuring all communications and orders are properly logged in the PCM System / Sharepoint
• Generate reports on customer service metrics, such as response time, order fulfillment, and customer satisfaction, to assist in performance reviews.

• Your skills and experience

  To be successful in this role, you’ll have:

• Solid experience and tenure in customer service or Sales Support or, preferably in the FMCG or manufacturing sectors.
• Strong communication and interpersonal skills, with the ability to engage customers effectively.
• Problem-solving mindset and a proactive approach to issue resolution.
• Excellent organizational and time-management abilities.
• Knowledge of SAP and Microsoft Office Suite.
• Understanding of the FMCG sector and manufacturing processes is a plus