Customer Experience Officer

Customer Experience Officer

Requisition ID : 5966

Welcome to Suntory Oceania | Nau mai ki Suntory Oceania

Craft your future with Suntory Oceania, a new $3b multi-beverage partnership between Suntory Global Spirits and Suntory Beverage & Food. Underpinned by quality, craftsmanship and a strong sense of purpose, our exciting new partnership will be powered by two manufacturing sites, five distribution centres and more than 1500 Suntorians across Australia and New Zealand.

Our market-leading portfolio will have over 40 brands, including Jim Beam and Maker's Mark Bourbon, Hibiki Japanese Whisky, Canadian Club Whisky, -196, V Energy, Maximus, and Suntory BOSS Coffee. As One Suntory, we will be positioned as the fourth largest beverage player in the region, ready to ignite the category, creating more beverage moments from sunrise to sunset. Together, we will bring the best of Suntory to Oceania.

What is the opportunity? | He aha te kōwhiringa?

The Customer Experience Officer role offers an exciting, fast-paced opportunity where your primary focus will be delivering exceptional sales and service to our clients across Australia & New Zealand. This onsite position is integral to managing our communication channels and ensuring our clients receive top-notch support as we transition to becoming Suntory Oceania.

Please note this is an office-based role and the hours are 8 : 30am - 5 : 00pm.

Key Responsibilities :

• Handle and manage customer inquiries via phone, email, and chat with professionalism and efficiency.
• Engage with a portfolio of existing customers via telephone on a regular call cycle to manage order taking, share product updates, new launches, and exclusive offers.
• Work towards achievable contact centre targets.
• Accurately manage orders and customer details through our CRM system.
• Build strong, long-term relationships with customers, based on trust and expertise.
• Utilize systems such as Outlook, SAP, and C4C to manage orders, follow up on deliveries, and address new business inquiries.
• Perform high-volume data entry, resolve stakeholder queries, and manage administrative tasks.
• Collaborate with and support internal teams, including Credit, Sales, and Logistics.
• Adjust to ongoing system and business transformations to support our evolving needs.
• Customer Service or Contact Centre experience in Inbound & Outbound is essential.
• A proven track record of achieving sales targets in a supportive, customer-focused manner.
• Excellent communication skills with a friendly, consultative approach to handling queries and overcoming objections.
• A customer-centric mindset; you will always aim to provide exceptional service.
• A friendly, approachable demeanor that fosters strong relationships.
• Excellent verbal and written communication abilities.
• Relationship Building Skills.
• Confidence using CRM systems (e.g., SAP, C4C) and Microsoft Office.
• Capability to thrive in a changing environment and manage multiple priorities.
• Enthusiasm for working with renowned brands and a desire to grow your career within our organization.

What’s in it for you? I He aha te mea e whiwhi ai koe?

Our DEI Commitment

At Suntory, we recognize that diverse knowledge, perspectives, and backgrounds contribute to our collective success. We are committed to fostering a diverse, equitable, and inclusive workplace where all individuals can bring their whole selves to work every day, regardless of race, color, religion, gender identity or expression, sexual orientation, age, or any other protected characteristic.

Our recruitment and selection processes are designed to highlight what Suntory offers as an employer while allowing candidates to share their unique skills and experiences. We understand that career trajectories vary, and if you believe your experience / background can benefit our team, we encourage you to apply. We endeavor to make our interview process as inclusive as possible and offer reasonable accommodations as needed. Together, we can cultivate a workplace where everyone can thrive and propel our mission of Growing for Good.

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