Job Description

Customer Care Analyst

Location: Virginia, Queensland
Department: Customer Care
Reports to: Customer Care Head

Join our team and play a key role in delivering exceptional customer experience across Australia & New Zealand.

We are seeking a proactive and customer‑focused Customer Care Analyst who excels in building strong relationships and driving supply chain efficiency. In this role, you will serve as the key Supply Chain contact for a portfolio of customers, confidently leading customer collaboration meetings, presenting service performance, and aligning on business priorities.

To be successful, you will bring strong communication skills, the ability to influence stakeholders, and a deep focus on understanding customer needs. You will translate those needs into practical supply chain actions, identify pain points, and support the development of targeted improvement plans that enhance service and operational excellence.

This role requires analytical thinking, problem‑solving capability, and the adaptability to thrive in a fast‑paced environment. Intermediate skills in Excel s required, Power BI and SAP are desirable. That will support your ability to analyse trends, monitor performance, and drive data‑based decision making.

What You’ll Do

Customer Collaboration & Service Excellence

• Build strong Supply Chain relationships with assigned customers through regular collaboration meetings.

• Improve order plan alignment through collaboration with S&OP and commercial teams, identify customer inventory risk and opportunities.

• Provide clear, timely communication on orders, supply status, service KPIs, and improvement initiatives.

• Align priorities with customers and commercial teams to ensure excellent service and seamless coordination.

• Collect customer feedback and support the implementation of action plans to enhance service performance.

• Work closely with commercial teams to incorporate promotions, demand signals, and customer requirements into planning.

Order Management & Demand to Cash Execution

• Process customer orders through SAP and other channels, ensuring accuracy and adherence to SLAs.

• Order cycle management and lead time optimisation — from order entry, acceptance, fulfilment, and delivery, in line with OTIF (on-time in-full) targets.

Essential Experience & Skills

• Confident in leading customer meetings, presenting service performance, and aligning on priorities.

• Strong focus on understanding customer needs and translating them into supply chain efficiencies.

• Ability to identify customer pain points and support the development of improvement plans.

• Intermediate Knowledge in Excel, Power BI and SAP desirable.

• Strong Communication Skills and Ability to influence

• Analytical thinking and problem solving

• Adaptability

Essential Qualifications

• College or University Diploma in Supply Chain, STEM, Business Administration or related