Senior Customer Relationship Manager
Adelaide, SA, Australia
About Us
Vinarchy. Redefining Wine.
Crafting extraordinary wines in Australia, New Zealand, Spain, Italy, South Africa, Chile and the United States, and sharing them in almost every corner of the world, we are relentlessly innovative, ambitious and imaginative at every stage from grape to glass.
About the role
We have an opportunity for a Senior Customer Relationship Manager to join our Customer Service team, acting as the primary point of contact for customers and commercial team members for domestic order execution. This role also provides formal back-up support to the Customer Service Domestic Manager.
Working closely with our commercial teams, you will help manage customer service activity, resolve order and supply issues, support process improvements, and ensure service levels are maintained to a high standard.
Key Responsibilities Include:
- Support all key functions across Customer Service, including domestic order execution and commercial team enquiries.
- Troubleshoot supply, order, claim, credit, sample order, return and transport-related issues.
- Coordinate customer and sales team communications to ensure issues are clearly identified and managed in a timely manner.
- Manage operational system updates and issue resolution.
- Act as the first point of contact for offshore support teams, including providing training where required.
- Provide ongoing training, support and guidance to the onshore team, including stepping in when the Customer Service Manager is unavailable.
- Identify system and process corrections, support continuous improvement, and assist with process and procedural mapping.
- Interpret reporting on key service metrics and basic financial results to support service outcomes.
What You’ll Bring:
- Strong relationship-building skills and the ability to communicate effectively with customers, sales teams and internal stakeholders.
- A practical, solutions-focused approach with the ability to make quick and informed decisions.
- High attention to detail, with the ability to manage competing priorities in a fast-paced environment.
- Administrative experience and confidence using Microsoft Office, with Excel or Power BI skills preferred.
- Well-developed data analysis skills and the ability to interpret service metrics and basic financial results.
- Experience in FMCG, logistics or supply chain environments will be highly regarded.
- Previous experience using JDE or a similar system would be preferred.
Why Join Us?
Vinarchy is a home for passionate people to do their very best work. We believe in empowering our people and celebrating success.
We offer a competitive rewards package and the opportunity to work with a world-class team.
You’ll also have access to:
- Staff wine allowance and access to unique wine specials
- Paid Parental Leave
- Loyalty Leave - earn up to 1-week additional annual leave after 5 yrs
- Vinarchy Anniversary Day off
- Go Beyond Day - making a difference in your local community
- Access to an extensive online learning library
- Annual Flu Vaccination Program
- Employee Assistance Program
- Exclusive employee discounts with national retailers
Ready to redefine your future? APPLY TODAY!
At Vinarchy, we are dedicated to building a diverse, dynamic and inclusive culture. Prospective candidates will be required to provide proof of legal work rights and undertake relevant pre-employment screening to verify eligibility and suitability.
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