Customer Assistance Coordinator

2 weeks ago

Kilsyth South, Australia Indigeco Full time

Job Title: Customer Assistance Coordinator

Start date: asap

Pay rate: 65K per year + Super

Location: Kilsyth Melbourne

Work Days and Hours: Monday -Friday, start time 8am-4pm or 10am -6pm (every week it changes, one week they will be on the early shift)

Onsite/WFH: hybrid - 60% in office

We require someone who can act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.

**Responsibilities**:

- Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
- Act as the single-point-of-contact to customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
- Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of our processes, systems, and practices; provide timely and informative responses as per business key performance indicators.
- Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
- Manage some technical queries of products but know when to escalate to the appropriate person to respond.
- Maintain accurate records of all internal and external interactions in the appropriate database/system (Salesforce)
- Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation.
- Act as liaison between the customer and warehouse/dispatch. Support Supervisor with hosting customer visits at local facility.
- Understand Customer Order Management policies, procedures and metrics.
- Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization. Participate in/lead process improvement projects.
- Additional responsibilities include rebate processing and customer claims.

**Qualifications**

**Preferred level of experience**: applicants have worked in a similar industry is advantageous e.g. ENGINE PARTS manufacturer, but as long as they have worked in a dynamic customer service environment. Amongst the team they handle 2000 cases between them per month so we need someone who knows how to work as a team and will be able to work out who to distribute the queries to within the business to be able to get through the many queries.

**Soft skills required**:
**Systems knowledge required**:
Experience with SALESFORCE is an advantage

ORACLE experience is an advantage

If this sounds like you please apply

**Applications received after the due date may be considered for similar roles.**

***_"Indigeco Acknowledges the Traditional Custodians of country throughout Australia and Recognise our Brothers & Sisters Connection to Land, Waters and Community. We pay our Respects to our Brothers & Sisters our Culture & to our Elders past, present & future"._

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