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.When you join Metcash, your work makes a real difference to independent businesses and local communities, empowering you to:Grow your career with tailored development programsThrive your way with flexible work optionsMake your mark in a high-performing, values-led teamAt Metcash Food, we're the power behind local business, proudly supplying over **** 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.About The OpportunityWe are currently seeking a Retailer and Support Shopper Specialists to support the national roll-out of the IGA Shop Online and IGA Rewards programs on a permanent full time basis.In this role, you will help ensure the smooth operation of these programs by resolving support issues for shoppers and retailers, working closely with internal teams and partners.
You will also assist with tasks related to chargebacks, payments, and promotions, all while supporting efforts to maintain high satisfaction for both shoppers and retailers.If you're a problem solver with a passion for customer service and program support, we would love to have you on our team!
In this RoleResolve complex Shopper and Retailer enquiries escalated from Customer Service and internal business teamsInvestigate issues, identify root causes,



and implement effective solutions to drive positive outcomesManage complaints and service requests within agreed service levels, ensuring timely resolution and follow-upBuild and maintain strong relationships with Retailers, State Operations teams, suppliers, and external partnersSupport the management of pricing, promotions, host programs, and retailer operational processesOversee retailer and shopper payments, refunds, fees, and chargeback activities for online programsDeliver exceptional service and contribute to shopper and retailer satisfaction through continuous improvement and stakeholder collaborationYou're Likely a Match If3+ years' experience in a customer service, customer support, or stakeholder-facing roleStrong communication skills, with the ability to engage effectively with customers, retailers, and internal stakeholdersProven problem-solving skills, with the ability to investigate issues, identify root causes, and deliver effective solutionsDemonstrated ability to build and maintain strong relationships while delivering exceptional customer experiencesExperience working in a fast-paced environment, managing multiple priorities and meeting service level expectationsExposure to eCommerce, digital platforms, online retail, or operational support environments will be highly regardedFMCG, retail, loyalty,



or customer experience program experience will be viewed favourablyWhat's On OfferWe're proud to offer a workplace that supports your well‐being, growth, and belonging:Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annuallyCareer Growth: Endless learning and development opportunitiesParental Leave: 12 weeks of gender-neutral paid leave for primary carersInclusive Culture: Bronze Employer for LGBTQ InclusionNeutral Pay Gap: Gender pay gap under 5% (WGEA *********)Mental Health: Gold accreditation by Mental Health AustraliaFlexibility: Flex Ready and Family Friendly Workplace accreditedAbout UsJoin us and be part of something bigger!
Metcash is Australia's leading wholesale distribution company, with $19.5 billion in sales (FY26) and a proud spot in the ASX Top 125.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.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 respected.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.
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📌 Retailer And Shopper Support Specialist (Sydney)
🏢 Metcash
📍 Sydney