Job Description

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At Metcash, you're part of something bigger. We've got the heart of a small business with the strength and support of a big business.

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When you join Metcash, your work makes a real difference to independent businesses and local communities, empowering you to:

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- Grow your career with tailored development programs
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- Thrive your way with flexible work options
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- Make your mark in a high-performing, values-led team
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At Metcash Food, we're the power behind local business, proudly supplying over 1600 independently owned stores in every corner of Australia and New Zealand. With a range of trusted independent brands like IGA, Foodland and Campbells/C-Store, our stores sit at the heart of their communities, providing locals with the products and homegrown produce they love most.

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About the Chance

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Looking to take the next step in your Customer Success career?

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We're looking for a motivated and customer-focused professional to join our Sorted team as a Customer Success Lead. This is an exciting opportunity for someone who is ready to move beyond a traditional Customer Success Coordinator or Specialist role and gain valuable operational leadership experience.

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As the Customer Success Lead, you'll work closely with the Customer Success Manager as the team's second-in-command (2IC), helping to keep daily operations running smoothly while supporting the development and success of the wider team.

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This role offers the opportunity to build leadership capability through coaching, mentoring, and guiding team members,



while remaining hands-on in delivering exceptional customer outcomes.

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In this Role

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- Supporting the day-to-day operations of the Customer Success team
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- Providing guidance, coaching, and ongoing support to team members
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- Assisting with onboarding, training, and knowledge sharing
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- Managing escalations and complex customer enquiries
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- Monitoring customer service performance and SLA delivery
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- Driving operational improvements and process efficiencies
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- Working closely with the Customer Success Manager on team initiatives and business projects
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- Maintaining strong relationships with retailers, suppliers, and internal stakeholders
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You're Likely a Match If

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- Experience in Customer Success, Customer Service, Operations, Administration, or Data Governance
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- Is looking for the next step in their career and ready to take on additional responsibility
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- Enjoys supporting and developing others without the need for formal people management
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- Is highly coachable, open to feedback, and committed to continuous learning
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- Can confidently influence and support others through positive leadership
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- Has strong communication and stakeholder management skills
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- Thrives in a fast-paced environment and can effectively prioritise competing tasks
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- Loves solving problems and delivering great customer experiences
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What's on offer

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We're proud to offer a workplace that supports your well-being, growth, and belonging:

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Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually

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Career Growth: Endless learning and development opportunities

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Parental Leave: 12 weeks of gender-neutral paid leave for primary carers

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Mental Health: Gold accreditation by Mental Health Australia

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Flexibility: Flex Ready and Family Friendly Workplace accredited

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About Us

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Join us and be part of something bigger!

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Metcash is Australia's leading wholesale distribution company, with $19.5 billion in sales (FY26) and a proud spot in the ASX Top 125.

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We believe in the power of independent, family-owned businesses to shape vibrant communities. Through our food, liquor, and hardware pillars, we help retailers become the 'Best Store in Their Town' by providing merchandising, operational and marketing support.

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We're committed to diversity, inclusion, and sustainability — and we welcome applicants from all backgrounds, including First Nations. If you need support during the application process, just let us know . Your privacy and dignity are always respect ed.

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This role is being managed directly by our internal Talent Acquisition team. We respectfully request that recruitment agencies do not submit profiles or make contact regarding this opportunity.

📌 Customer Success Lead (Queensland)
🏢 Metcash Trading
📍 Queensland