Senior Customer Services Specialist

About us

Treasury Wine Estates (TWE) is one of the world’s leading wine companies.

 We know that it’s the thinkers, makers and doers who have the most impact as we continue to strive towards being recognised as the world’s most admired premium wine company. We are proud of our portfolio of brands that have tremendous heritage, rich quality and a reputation for excellence across the globe.  From the iconic luxury of Penfolds and Wynns, to the broad appeal of Lindeman’s and newer brands like 19 Crimes, we are committed to creating memorable wine experiences for our consumers.

About the role

Reporting into the Regional Customer Service Manager, the Senior Customer Services Specialist will collaborate closely with TBS regional and centralized teams to manage OTB operations, oversee TBS processes, and address regional business needs.

The role requires expertise in the FMCG sector, particularly for domestic markets, along with a comprehensive understanding of export operations, including export documentation, logistics, and supply chain management.

As the primary point of contact for escalations, the Senior Specialist will ensure the smooth execution of OTB operations and day-to-day business activities (BAU), driving efficiency and resolving issues promptly.

Some of the responsibilities of this role include:


* Support regional team on management & production of all aspects of Export + Export Documentation


* Work with 3rd party service providers (warehousing, logistics, freight forwarding) to ensure services are provided within agreed SLA’s/KPI’s and escalate to relevant process owners where breach may be occurring.


* Support regional team on management & production of all aspects of Export + Export Documentation.


* Support CRM process with centralised team on customer claims/queries and are resolved within SLA’s.


* Act as a key contact point for internal stakeholders on all OTB Operations.

About you

We’re seeking an experienced Customer Service Specialist ideally with knowledge in FMCG Supply Chain/Logistics, in the wine or consumer packaged goods industry (preferred but not required).

The ideal candidate will have strong systems skills in ERP (preferably JDE) and Microsoft applications, with experience managing key accounts and a deep understanding of customer service SLAs and their commercial impacts.

Previous experience in a shared service environment is preferred, and the candidate must be highly organized, accurate, and detail oriented.

Required:


* Outstanding communication skills, both written and verbal with a strong customer service focus


* Experience in working within a shared service environment


* Experience in managing Key Accounts


* Ability to work independently


* Fluent in English (oral & written).  French language skills would be a bonus.

What’s in it for you

The opportunity to be bold and make an impact in the world of wine

Access to the world’s most...