Customer Service Specialist

About us  

Treasury Wine Estates (TWE) we are proud of our portfolio of brands that have tremendous heritage, rich quality, and a reputation for excellence across the globe.

At TWE we are led everyday by our purpose, Boldly Cultivating.

We are boldly cultivating value through our brands, wine, people & environment for enriched & joyful communities.   

At TWE we cultivate our teams to be their very best.

And in turn, our people push us to make bigger and bolder decisions.

Our focus on Boldly Cultivating unites us as a global team – known for the experiences we create for our consumers, customers, partners, suppliers and our people.  

To learn more about our purpose and our renowned portfolio of global brands, click here.   

About the role

The Customer Service Specialist will work through assigned customer related activities to ensure they are dealt with in a courteous, accurate & timely manner and adhere to the TBS principles/policy. Working within the set guidelines of the TBS operating model. A local contact/ liaison at the regional office. Orders are fulfilled & dispatched to meet the customer expected lead times.



* Local touchpoint operating within the TBS model.


* Maximising the Order Fulfilment process/ OTC performance


* Act as a Key Customer contact.


* Action open orders and report/ resolve potential service misses, fulfilment process, etc


* Advise on order modification, order optimization for Customer


* Close alignment with regional TBS teams


* Specialist on registration process for key markets


* Specialist on Letter of Credits process


* Subject matter expert on Incoterms


* Meet KPI metrics for TBS OTC processing in line with company set targets


* Alignment to the key principles of the Global TBS OTC stream.


* Participation in regular service meetings with TBS teams


* Input into Customer Service projects as required


* Liaise with freight forwarders and regional TBS teams to ensure orders meet the customers’


* expectations


* Review exception reports & take necessary corrective action


* Advising on credit returns as required.


* Meet KPI metrics for TBS OTC processing in line with company set targets


* Escalate diversions or improvements to TBS model to line manager.

 About you


* Diploma in Import/Export or appropriate experience


* 5+ years’ experience in FMCG Supply Chain/Logistics roles, in the wine or consumer packaged goods industry preferred


* Systems skills in ERP (JDE preferred) and Microsoft applications


* Experience in FMCG Supply Chain/Logistics roles, a level of expertise in all Import & Export processes, Incoterms, Responsibility of Transfer, Tax, and Documentation. 


* Systems skills in ERP and Microsoft application...