Michelle Schuster

Core Responsibilities:

Global Customer Service Team - 6 team members

• Receiving and processing orders for all international customers under the Hill Smith Family Global Distribution Business.
• Export compliance through Wine Australia, Australia Border Force and Australia Certified Organic.
• Providing accurate and certified documentation to enable customer import clearance.
• Communicating with Freight Forwarders and Transport companies to facilitate container packing and booking required vessel space.

National Customer Service Team - 13 team members

• Receiving and processing orders for all National customers across Australia under the Samuel Smith and Son Distribution Business.
• Customer channels include B2B - Retail, Wholesale, Independent Retails, On Premise and B2C - Online stores and drop ship customers.
• Managing financial and stock credits.
• Managing EDI orders and errors.
• Managing order fulfillment, ensuring all orders are delivered within our SLA's.

General Manager responsibilities:

• Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
• Fostered a positive work environment, promoting teamwork and open communication among staff.
• Collaboration with key stakeholders within the business to address cross-functional issues affecting customer experiences.
• Analyse data trends to identify areas for improvement within the group''s performance metrics.
• Managed daily operations, consistently meeting or exceeding departmental goals and objectives.
• Manage department budgets, identifying potential areas of costs reduction.

Core responsibilities:

• Co-ordination of all dry goods for the bottling of wine - including wine labels, cartons, closures etc.
• Managing stock levels
• Managing key relationships with dry good suppliers.
• Co-ordinating packaging to meet quality control and legislative specifications - both within Australia and Internationally.
• Participate in wine brand innovation and development programs..

Core Responsibilities:

• Communication with Sales and Production teams to determine availability of stock.
• Processed orders in ERP system.
• Ensure compliance with Wine Australia, Australian Border Force and Australian Certified Organic to enable exportation of order.
• Ensured compliance with international trade regulations, diligently monitoring changes in export laws and updating company procedures accordingly.
• Prepared and assembled documents to facilitate exports.
• Followed up with customers to resolve inquiries.
• Facilitated clear communication between suppliers, customers, and transportation providers, ensuring all parties were well-informed throughout the export process.
• Calculated weight, volume or cost of goods to be moved.

Core responsibilities

• Managed International Services team - 15 team members
• Controlled costs to keep business operating within budget and increase profits.
• Managed all International orders. Ensuring export compliance through relevant Australian government bodies.
• Negotiated freight rates and contracts with shipping lines and freight forwarders.
• Managing and monitoring DIFOT performance, SLA's and KPO's are all met.
• Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
• Maintained professional, organised, and safe environment for employees and patrons.
• Evaluated employee performance and conveyed constructive feedback to improve skills - PDP process.