Job Description

What you will do:

Customer Support

• Ensure customer order status and tracking updates are communicated.

• Coordinate customer queries, complaints, and non-conformance responses.

• Oversee the processing, accuracy, and maintenance of Jack Link’s customer

• Monitor all EDI interfaces daily for accuracy and error log resolution.•

• Maintain sales order management process documents.

• Communicate and troubleshoot with customers regarding out-of-stock, missed deliveries, re-bookings etc.

• Approve sales order returns/credit memos for rejected and/or damaged stock.

• Organise free samples/stock to be sent to respective customers.

• Manage and maintain the GS1 database to ensure all branded product information is accurate.

Customer Engagement

• Provide energetic, qualified, and friendly customer service support.

• Co-ordinate the consumer care process,



and ensure direct feedback is responded to, including consumer compensation where required.

• Prepare and issue monthly reports on consumer feedback trends and necessary actions.

Logistics and Traceability

• Oversee “Last mile” shipments, ensuring all documentation is correct and complete, per customer market.

• Ensure all pre-shipment and pre-invoice requirements have been met, prior to customer delivery.

• Monitor and track order delivery updates, for status and impact on customer.

• Ensure product traceability is maintained and regularly reviewed.

• Provide business, visibility on weekly basis on, back-order status, SIFOT, manufacturing lead-times, etc.

📌 Customer Experience Agent (Macquarie Park)
🏢 Link Snacks
📍 Macquarie Park