Customer Service Specialist

**About us**

Treasury Wine Estates (TWE) is a premium focused, global leader in wine with strong positions in key global markets, supported by an unrivalled global footprint, business model, award-winning premium brand portfolio and a talented global team of over 2,500 people. Listed on the Australian Securities Exchange (ASX), we know that it's the thinkers, makers and doers who have the most impact as we strive towards being recognized as the world's most admired premium wine company.

TWE is the largest exporter of Australian wine to Asia, with our brands '“ especially Penfolds, Wolf Blass and Wynns - increasingly well known in the region's more established wine markets. We have exciting plans in place to develop our Country of Origin offering with recently released wines from the US, France and Chile.

**What's in it for you**
- Attractive remuneration and healthcare benefits
- 20 days of paid annual leave per year
- Flexible work arrangement to support your wellbeing
- Outstanding career development opportunities to realise your full potential
- Collaborative and inclusive culture where people and performance thrive

**About the role**

The Customer Service Specialist will work through assigned customer related activities to ensure they are dealt with in a courteous, accurate & timely manner and adhere to the TBS principles/policy. Working within the set guidelines of the TBS operating model. A local contact/ liaison at the regional office. Orders are fulfilled & despatched to meet the customer expected lead times.
- Local touchpoint operating within the TBS model.
- Maximizing the Order Fulfilment process/ OTC performance
- Act as a Key Customer contact.
- Action open orders and report/ resolve potential service misses, fulfilment process, etc
- Advise on order modification, order optimization for Customer
- Close alignment with regional TBS teams
- Specialist on registration process for key markets
- Specialist on Letter of Credits process
- Meet KPI metrics for TBS OTC processing in line with company set targets
- Alignment to the key principles of the Global TBS OTC stream.
- Participation in regular service meetings with TBS teams
- Input into Customer Service projects as required
- Liaise with freight forwarders and regional TBS teams/Japan 3PL to ensure orders meet the customers' expectations
- Review exception reports & take necessary corrective action
- Advising on credit returns as required.
- Meet KPI metrics for TBS OTC processing in line with company set targets
- Input into Customer Service projects as required
- Escalate diversions or improvements to TBS model to line manager.

**About you**
- University qualification
- 2-3 years' experience in FMCG Supply Chain/Logistics roles, a level of expertise in all Import & Export processes, Incoterms, Responsibility of Transfer, Tax, and Documentation.
- Customer Service SLA & Commercial Awareness impacts, influencing results.
- Worked within a shared service environment preferred
- Good understanding of Order to Cash (OTC) within an ERP system. Wine industry experience desirable

**Culture**

We bring our whole selves, we're courageous and we deliver together '“ that's our DNA. We're a passionate bunch who enjoy working together, like to have fun and keep things down-to-earth. We're brave enough and care enough to have the right conversations to get the best outcome and are famous for our can-do attitude. We're definitely 'œglass half full'
- people and see challenges as opportunities and move with pace to achieve our goals.

**Inclusion and Diversity**

**How to apply