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Customer Assistant Coordinator

3 months ago

Kilsyth, Victoria, Australia Australia Wide Office Staffing Full time

Fantastic working environmentHybrid Role
Kilsythlocation
- $65K plus super

  • Kilsyth
  • Hybrid 2 to 3 days in Office
  • Rotating shift: 8.00am to 4.00pm & 10.00am to 6.00pm
  • Monday to Friday
- $3K sign on bonus

  • Paid overtime

The Company:


Working towards a brighter future and whose daily actions consider what is important to their people, their customers and our planet.


The Role:

This role sits within the Customer Assistance South Pacific function that looks after customer orders. You will be part of a small team of customer assistance coordinators supporting clients i.e. distributors/dealers and end users of the company's products.


Reporting to the Customer Service Manager you will act as the single point of contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.


Duties and responsibilities:

  • Taking ownership of and resolving complex customer inquiries through extensive research, and a detailed understanding of company processes, systems, and practices
  • Providing timely and informative responses as per business key performance indicators
  • Requesting support from the next appropriate level of customer support for complex escalations/issues and providing documentation throughout the process
  • Managing technical queries of products but knowing when to escalate to the appropriate person to respond
  • Maintaining accurate records of all internal and external interactions in the appropriate database/system (Salesforce)
  • Ensuring customers comply with export policies and ensuring required export/shipping documentation is compiled to the relevant legislation
  • Acting as the liaison between the customer and warehouse/dispatch
  • Understanding Customer Order Management policies, procedures and metrics
  • Supporting Customer Order Management departmental goals and initiatives to become a more proactive customer support organization
  • Participating in/leading process improvement projects
  • Additional responsibilities include rebate processing and customer claims

Skills and qualifications:

  • Proven experience in customer service roles i.e. outbound calling within a retail/dynamic customer service environment
  • Similar industry experience would be advantageous e.g. Engine parts manufacturer
  • Team player used to a highvolume working environment
  • Excellent verbal and written communication skills
  • High degree of initiative, flexibility and adaptability
  • Ability to work under pressure and handle multiple tasks
  • Welldeveloped organisation and problemsolving skills
  • Computer skills: Salesforce and/or Oracle experience an advantage, exceptional computer literacy, especially in Microsoft Office
  • Data entry: Fast and accurate data entry is a must.
- **An Alphanumeric and Numeric skills evaluation will be conducted.