Key Account & Order Management Customer Liaison Officer

Legacy Food Group is a 7th-generation South Australian family business established in 1841, manufacturing premium meat snacks including jerky and biltong across our facilities in Robe and Mt Compass. We supply national retail brands, petrol and convenience chains, independent grocers, and international export markets.

Due to significant business growth and an expanding customer base, we have created this new role to serve as the central point of coordination between our customers, sales team, production operations, and logistics partners. This is an exciting ground-floor opportunity to join a company that is scaling rapidly toward large-scale operations, with genuine potential to grow within the role as the business expands.

Important: This is an on-site role and cannot be performed remotely. The position involves a combination of computer-based administration and physical order packing/shipping duties, and requires daily attendance at the workplace.

The Key Account & Order Management – Customer Liaison Officer is the primary point of contact for Legacy Food Group’s key customer accounts. The role is responsible for managing the end-to-end order lifecycle: from receiving and consolidating customer orders into a central system, through to stock availability checks, delivery booking, logistics coordination, and physical order fulfilment. The role provides critical visibility across the sales pipeline, enabling production planning, demand forecasting, and executive decision-making.

1. Duties.

•       Receive, process, and manage all incoming customer orders across all channels (phone, email, EDI, online portal)

•       Consolidate all orders into a central database/order management system, ensuring data accuracy and timeliness

•       Maintain an up-to-date and visible sales pipeline that production, sales, and executive teams can monitor in real time

•       Compare incoming orders and forecasted demand against production schedules, flagging any gaps, conflicts, or capacity constraints

•       Track order status from receipt through to dispatch, proactively communicating any delays or issues to customers

1. Co-Ordination.

•       Assess current stock levels against confirmed and pending orders to determine fulfilment capability

•       Identify potential stock shortfalls and escalate to the Production Director and/or sales team with sufficient lead time

•       Book all relevant delivery and logistics arrangements, including:

–      Retailer delivery slot bookings (e.g. Coles, Woolworths, IGA DC windows)

–      Third-party logistics and freight bookings

–      International shipping container bookings for export orders

–      Australia Post bookings for online/direct-to-consumer orders

•       Coordinate with warehouse and dispatch staff to ensure orders are picked, packed, and shipped on time

1. Production & Delivery.

•       Liaise with the Production Director on a daily basis regarding current order volumes, stock positions, and production requirements

•       Prepare and distribute weekly order reports and forecasted order summaries for major national retail accounts

•       Support demand planning by providing accurate sales data and customer forecasts to enable production scheduling

•       Participate in weekly planning meetings with production, sales, and executive teams

•       Communicate any changes to customer orders, delivery timelines, or promotional activity that may impact production planning

1. Order Fulfilment.

•       Pick, pack, and ship online orders and direct-to-store orders for P&C customers

•       Ensure all orders are packed accurately, labelled correctly, and dispatched within required timeframes

•       Maintain the packing and dispatch area in a clean, organised, and safe condition

•       Manage packaging inventory and consumables, reordering as required

•       Process returns, credits, and replacements in accordance with company procedures

1. Communication and Relationship Management.

•       Act as the primary point of contact for all key account customers, responding to enquiries professionally and promptly

•       Build and maintain strong, trust-based relationships with customer buying teams, procurement contacts, and store managers

•       Handle customer complaints, order discrepancies, and service issues, escalating where appropriate

•       Provide customers with regular updates on order status, delivery timelines, and any relevant product or pricing information

•       Support the sales team with customer onboarding, new account setup, and promotional coordination

1. Administration and Reporting.

•       Maintain accurate and up-to-date records of all customer orders, communications, and delivery confirmations

•       Generate regular reports on order volumes, fulfilment rates, delivery performance, and customer feedback

•       Assist with invoicing, credit note processing, and accounts receivable follow-up as required

•       Maintain and improve order management systems, templates, and processes

•       Support general administrative duties as directed by management

1. Work Health and Safety.

•       Follow all workplace health and safety policies and procedures

•       Take reasonable care for your own health and safety and for the health and safety of others

•       Report all hazards, incidents, and near misses immediately

•       Participate in WHS inductions, training, and toolbox meetings as required

•       Maintain safe manual handling practices when packing and shipping orders

•       Comply with the Work Health and Safety Act 2012 (SA) and associated regulations

1. Quality and Compliance

•       Ensure all order and customer data is accurate, complete, and entered in a timely manner

•       Adhere to Legacy Food Group’s quality assurance procedures and food safety standards (HACCP)

•       Support compliance with export documentation requirements (DAFF, health certificates) for international orders

•       Promote continuous improvement in order management processes and customer service delivery

•       Adhere to all company policies and procedures

1. About You – Skills, Experience and Attributes

Essential

•       Strong organisational and time management skills, with the ability to manage competing priorities in a fast-paced environment

•       Excellent communication skills, both written and verbal, with confidence engaging with customers at all levels

•       High attention to detail and accuracy, particularly in data entry and order processing

•       Proficiency in the Microsoft Office 365 suite, including Excel, Outlook, Word, and Teams

•       Ability to work both independently and as part of a collaborative team

•       Positive, can-do attitude with a willingness to learn new systems and processes

•       Physical ability to perform order packing and shipping tasks (including manual handling of product cartons)

•       Current driver’s licence

•       Willingness to work on-site every day – this role cannot be performed remotely

Desirable (Training Can Be Provided)

•       Previous experience in order management, customer service, logistics coordination, or supply chain administration

•       Experience with order management systems, ERP software, or inventory management platforms

•       Experience liaising with national retailers (e.g. Coles, Woolworths, Metcash) or managing key accounts

•       Understanding of freight, logistics, and delivery booking systems (domestic and international)

•       Experience in the food manufacturing, FMCG, or agricultural sectors

•       Knowledge of export documentation and international shipping processes

•       Experience with Australia Post business shipping tools

1. Working Environment

This role involves a mix of computer-based administration and physical order fulfilment work. The Employee will split their time between office/desk work and the packing and dispatch area. The role requires daily on-site attendance and cannot be performed remotely.

1. Physical requirements include:

•       Extended periods of computer use (sitting at a desk)

•       Standing, bending, and lifting associated with order packing and shipping

•       Manual handling of product cartons and packaging materials (up to [X] kg)

•       Working in a food manufacturing environment (compliance with hygiene and food safety standards required)

1. Growth and Development

Legacy Food Group is experiencing significant growth, and this newly created role reflects the scale and ambition of the business. The successful candidate will have the opportunity to:

•       Grow with the role as the business scales toward large-scale operations

•       Develop expertise in key account management, supply chain coordination, and demand planning

•       Receive training in company-specific systems, industry platforms, and export processes

•       Contribute to the design and improvement of order management systems and processes as the business evolves

•       Be part of a 7th-generation family business with a strong culture of integrity, innovation, and whole-of-animal stewardship