Customer Delivery Lead

About the role

General Mills Australia is looking for a proactive Customer Delivery Lead based in Mount Waverley. This 12-month fixed-term role, commencing early January 2027, oversees order fulfilment across three temperature channels and local transport execution, aiming for DIFOT of 97% while balancing efficiency and cost. You will work with customers, 3PLs and internal teams to manage service risks, improve processes and support supply chain projects.

Key responsibilities

• Lead end-to-end order fulfilment across three temperature channels and retail and channel customers, ensuring accurate execution and DIFOT of 97%
• Manage local transport execution, including invoice validation, planning and optimisation, delivering on time and in full while balancing cost
• Track Customer Service KPIs such as delivery malfunctions and returns/refusals, leading root cause analysis, corrective actions and provider claims
• Build relationships with customers, 3PLs, warehouse and transport teams and internal stakeholders to manage service and deliver cost and efficiency outcomes
• Use data and continuous improvement to simplify and digitalise processes and reduce manual effort across Customer Service and Logistics teams
• Act as a key contact for customers and business functions, leading events such as transitions and tenders and supporting ad-hoc projects

Required profile

• 5+ years of experience in customer service, order management or supply chain/logistics, ideally within FMCG
• Experience managing order fulfilment, logistics processes, 3PL providers and external stakeholders
• A track record of supporting operational projects, transitions, tenders, replenishment strategies and process improvement initiatives
• Tertiary qualification in Logistics or Supply Chain Management is advantageous

Required skills

• Strong problem-solving and analytical skills, with root cause identification and corrective action
• Ability to manage multiple priorities, deadlines and changing circumstances
• Strong communication and influencing skills with customers, 3PLs, carriers and internal teams
• Proactive, continuous-improvement mindset and interest in digitalisation
• Intermediate Microsoft Office skills
• SAP and Road Runner experience highly regarded; people leadership capability desirable

What we offer

• Flexible working with a 50/50 home/office model
• Half-day Friday every week to support work-life balance
• Free on-site parking
• Learning and development programs and in-house mentoring