Customer Experience Officer

Organisation: Suntory Beverage & Food Oceania

Reports to: Customer Experience & Tele-sales Manager

Department: Commercial

Location: Sydney, Australia & Auckland, New Zealand

About Suntory Oceania

Suntory Oceania is a partnership between Suntory Global Spirits and Suntory Beverage & Food (previously Frucor Suntory).

Together, we are building a multi-beverage powerhouse — a business underpinned by diverse talent, market-leading brands, quality craftsmanship and a strong sense of purpose.

Across Australia and New Zealand, we live our Suntory purpose — to Inspire the Brilliance of

Life — and as we embark on this exciting journey, we are looking for the brightest talent to join us in shaping the future of beverages in the region.

The Role

As an experienced Customer Experience Officer, you will join a team of passionate individuals dedicated to delivering exceptional customer experiences.

You will provide customer support and case management across the order-to-cash process, helping to prevent issues, resolve enquiries efficiently, and build lasting customer loyalty.

To succeed in this role, you will:

• Communicate effectively with customers and internal stakeholders
• Thrive in a collaborative, team-oriented culture
• Bring a people-first mindset
• Support business expansion initiatives
• Contribute to continuous improvement efforts

UNLEASH YOUR SPIRIT

Key Accountabilities

📞 Customer Experience (Inbound & Outbound)

• Answer enquiries and provide excellent customer support
• Follow up on customer requests through outbound calls
• Resolve enquiries with empathy and efficiency, driving first contact resolution
• Maintain accurate data capture across interactions and system applications (e.g. SAP/C4C)
• Navigate internal knowledge databases to manage customer interactions effectively
• Engage a portfolio of customers on a regular call cycle to:
• Manage order taking
• Share product updates and new launches
• Communicate exclusive offers
• Process high-volume data entry with strong accuracy and attention to detail

📋 Administration & Case Management

• Resolve internal and external stakeholder queries in a timely manner
• Process and investigate enquiries related to:
• Credits
• Assets
• Quality
• Brand accounts
• Support workflow allocation and maintain high-quality responses for:
• Key account orders
• New product development (NPD)
• Promotional changes
• EDI orders
• Customer complaints

🤝 Key Account & Relationship Management

• Liaise with internal teams (logistics, warehouse, credit, asset teams) to drive first contact resolution
• Support Sales and Marketing teams to enhance customer relationship management
• Build strong rapport across ANZ business teams
• Follow agreed communication processes when working with KAMs/NAMs
• Assist in managing the order-to-cash process and post-dispatch service

🔄 Continuous Improvement & Business Initiatives

• Support implementation of business initiatives (UAT, training, SME support)
• Collaborate with internal teams and vendors across project streams
• Share first-hand customer insights to improve processes and systems
• Identify workflow efficiencies and provide feedback for improvement
• Contribute to a positive, collaborative and high-engagement team culture

🛡️ Health, Safety & Wellbeing

• Ensure all activities are reviewed for safety
• Identify hazards and recommend management strategies
• Report accidents and incidents appropriately

📜 Compliance

• Operate in accordance with Suntory Oceania policies and procedures
• Undertake additional duties as required to achieve business outcomes

Measurements & Outcomes

• Quality assurance scores aligned with targets
• Adherence to performance targets
• Agent NPS score (TBC)
• Email SLA performance in line with business guidelines
• Average inbound handle time: 220 seconds
• Strong internal and external stakeholder rapport
• Positive engagement in business initiatives and improvements

Your Suntory Relationship Circle

Internal

• Sales & Marketing
• Finance & Credit
• Supply Chain & Logistics
• Commercial Masterdata
• Commercial Performance & RTM
• Commercial Excellence
• Business Technology
• CX Digital
• Project Teams

External

• B2B Customers

Dimensions of the Role

• Geographical Coverage: Australia & New Zealand
• Scope: To be defined as part of transformation

What You Bring to the Table

Essential

• Strong communication skills and customer-focused attitude
• Previous call centre or customer service experience
• Strong administration skills and attention to detail
• Demonstrated ability to work effectively within team environments
• Excellent written and verbal communication
• Ability to prioritise tasks and meet deadlines in a fast-paced environment

Desirable

• EDI order processing experience
• SAP order management experience
• Continuous improvement exposure
• Case management experience

🟢 Please consider applying even if you don't meet 100% of the criteria. 🟢

Key Responsibilities Snapshot

📞 Providing customer support

✉️ Managing case enquiries

🚀 Supporting business initiatives

Key Strengths

🗣️ Strong communication skills

❤️ Customer-focused attitude

📊 Strong administration skills

📥 EDI order processing experience

💻 SAP order management

🔄 Continuous improvement mindset

Why Suntory Oceania is Partnering with Hatch

Hatch exists to level the playing field for people as they discover a career that’s right for them. When you apply, you’ll have the opportunity to showcase more than just your resume.

Final Note

This is a role with Suntory Oceania, not with Hatch.