Customer Care Coordinator

5 months ago

Coburg North, Australia Tomra Full time

**Company Description**
TOMRA Food is a multinational organization and a leading provider of sensor-based sorting, peeling and integrated post-harvest solution for the food industries. Transforming global food production to maximize food safety and minimize food loss by making sure **Every Resource Counts**, has been our strength for over 50 years.

At TOMRA, we want people to** innovate**, show **passion** in their work and be **responsible**. We encourage the freedom to innovate and take risks that result in breakthroughs that challenge the status quo. We value passion that focuses and commits to meeting success. We believe in a responsible and safe mindset that takes care of our customers, products, and fellow employees.

Position Overview

Roles and Responsibilities:
Customer Care
- Manage and process customer Enquires, quotes and spare parts orders.
- Create cases and work orders for all Field Service Representative (FSE) work.
- Initiate follow-up calls with FSEs and customers for any work order discrepancies.
- Coordinate Customer service visits and liaise with the customers and FSE on (service visits, new projects, upgrades, other service-related visits).
- Process and submit estimates (quotes) to customers for all service work as required.
- Support Field Service Engineer - Team Lead in managing resource utilization and capacity planning.

Parts Support
- Timely response to quotations, technical enquiries, and requests for information.
- Expedite customer orders to ensure on time delivery and customer satisfaction.
- Ordering stock for customer spare parts orders, with internal and external suppliers, manage receipting into system.
- Picking and packing and arrange shipping of spare parts orders.
- Create work orders for service requests ensure we have purchase orders for all service visits.
- Create RMA and manage return process for warranty and repair orders, including external supplier repairs.

Administration & Organisation
- Complete administrative tasks in an accurate and timely manner.
- Observe and comply with Tomra’s code of conduct.
- Positively and actively support effective communication, encourage, and provide constructive feedback.
- Support the overall organisational vision, values, and culture.
- Provide weekly report of assigned KPI /SLA metrics.
- Work with other departments within Tomra to facilitate on-time delivery and customer satisfaction.
- Daily review of open work orders on regional dashboard.
- Book business travel arrangements for FSEs and other Tomra employees as required.
- Follow-up on maintenance contracts that are expiring within 90 days of renewal.

Safety and Quality
- Promote a “Safety first” culture throughout the company, our customers, and our industry.
- Ensure adherence to safety and quality across all facets of our operation and customer delivery
- Ensure the team works within agreed operating models, and ensure all decisions are made within agreed authority limits.
- Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
- Identify, implement and embed any Excellence initiatives to improve quality, performance and efficiency of the team to facilitate outstanding customer experience

**Qualifications**
Leading Self
- Quality and Accuracy: Ensures quality of work and always adheres to company standards.
- Customer Focus: Recognises and ensures that high quality service is always delivered to the customers (both internal and external).
- Attitude, Work Ethic and Teamwork: Works as an effective member of the team towards achieving the team goals and always demonstrates an appropriate work ethic.
- Initiative and Problem Solving: Demonstrates appropriate levels of initiative by thinking outside the box and providing appropriate suggestions for implementing changes as appropriate.
- Time Management/ Flexibility and Multitasking: Manages workloads within appropriate timescales, making use of available tools and resources.
- Professionalism: Always behaves in a professional and ethical manner. Reflecting the appropriate company image.
- Communication: Demonstrates effective written and oral communication both with internal and external customers.
- Ownership: Always takes appropriate level of ownership for tasks and delivery.

**Experience**:

- 1-3 years‘ experience in a similar role
- Education/background:

- Associate degree strongly preferred; equivalent experience will be considered.

Other skills/abilities:

- Strong organizational and time management skills.
- Computer skills are crucial, including MS Office suite.
- Prior knowledge and experience with IFS and D365 are a plus.
- Fluent in English - oral & written, other languages are a plus.

**Additional Information**
- Birthday leave - have a day off on us
- Hybrid working - 3 days in the office and 2 days at home
- Kiwisaver employer contribution paid on top of base salary
- Professional training and development: We are passionate ab

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