About the roles:

Sugar Australia has two exciting opportunities for Customer Service Officers with strong commercial experience and stakeholder management skills to join our team at our Yarraville VIC head office. We are currently recruiting for 1 x permanent full-time position and 1 x 12 month fixed-term full-time position . Reporting to the Customer Service Manager, both roles will play an important part in supporting our customers and ensuring their day-to-day service needs are managed effectively. You’ll be a key point of contact between our customers and the business, working closely with Account Managers, logistics, planning and dispatch teams to coordinate orders, resolve enquiries and deliver a great customer experience.

If you enjoy working with customers, building strong relationships and being part of a busy and collaborative team, this could be a great opportunity for you.

The sweet things you’ll be involved in:

- Actively engaging in all aspects of customer relationships and developing and maintaining mutually beneficial partnerships for both Sugar Australia and Wilmar Ingredients.
- Providing a high level of customer service, processing orders, handling requests, and resolving enquiries in a timely manner.
- Assisting Account Managers by liaising with key internal and external stakeholders to ensure all customer requirements are met.
- Working closely with dispatch teams to ensure customer delivery timeframes are met, managing expectations effectively when adjustments are needed.
- Acting as the first point of contact between the customer and the business, ensuring professional, responsive and proactive support.
- Supporting the Customer Service Manager with the day-to-day operations of the customer service team, and following agreed processes and work instructions.




- Ensuring accurate order entry and coordination with the logistics and planning teams to deliver on commitments and meet customer needs.
- Handling customer complaints or escalations with professionalism and ensuring quick resolutions.

Role hours:

Standard working hours are 8:00 am to 4:00 pm. However, occasional flexibility may be required to work from 8:30 am to 4:30 pm to meet business needs.

What we’re looking for:

We’re looking for people who genuinely enjoy customer service, communicate confidently and can stay organised in a busy environment. You’ll bring:

- Previous customer service experience, with experience in FMCG or another fast-paced workplace.
- Experience using SAP or a similar ERP system is desirable.
- A high school diploma or equivalent; with additional training or education in customer service is advantageous.
- Excellent written and verbal communication skills and a confident telephone manner when dealing with both internal and external customers.
- Intermediate computer literacy and the ability to quickly learn new systems.
- Knowledge of the industry and/or consumer relations.
- A passion for customer service, adaptability, emotional intelligence, and a strong team ethic.
- Proactive, driven, and results-oriented with the ability to influence key stakeholders and contribute to business outcomes.
- Strong interpersonal and negotiation skills with excellent attention to detail.





About Sugar Australia:

Sugar Australia has been a trusted name in Australian manufacturing for over 170 years and is a leading producer of sugar and ingredient solutions across retail, foodservice and industrial markets.

We operate refineries, packing facilities, bulk storage terminals and distribution sites across Australia, supporting some of the country’s largest food and beverage brands alongside our well-known CSR Sugar retail products found in supermarkets nationwide.

With a strong operational footprint and manufacturing heritage, our teams play an important role in safely producing and moving essential products used in homes and businesses every day.

At Sugar Australia, our values of integrity, excellence, passion, innovation, teamwork and safety underpin the way we work and support one another across the business. We’re committed to creating an environment that supports strong operational performance, continuous improvement and ongoing people development.

What we offer:

- Market-competitive salary and benefits package, hybrid working and exclusive corporate discounts
- Health and wellbeing programs, regular social events, and employee recognition initiatives
- Ongoing learning and career development opportunities
- A friendly and collaborative culture, with a strong focus on our people and our customers
- Access to our product range – perfect for those with a passion for baking

We are an equal opportunity employer and encourage applications from all backgrounds, identities and experiences.

Interested?

If you’re passionate about delivering great customer service and would like to be part of a supportive and experienced team, we’d love to hear from you.

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📌 Customer Service Officer (Melbourne)
🏢 Wilmar Sugar
📍 Melbourne