Customer Service Offer

8 months ago

Brisbane, Australia FLSmidth, Inc. Full time

Are you a passionate about Customer Service, then Krebs PCV business line want to hear from you

Purpose of the role:
Provides aftermarket customer and sales support by determining customer requirements (parts interpretation), managing the customer sales order life cycle (order entry to despatch), and ensuring enquiries and problems are resolved to deliver exceptional customer satisfaction, Manages Upgrades & Rebuilds to ensure on-time & on-budget delivery to customers.

What you will do:

- Coordinate all aspects of the Sales Order Life Cycle, specifically aftermarket customer enquiries that are generated through the Order Desk.
- Respond to customer queries in a timely and courteous manner using the company’s approved systems and processes, providing detailed accurate information on product, price and lead times.
- In responding to customers, escalate any process, system or technical issues for resolution where necessary and expedite client orders and quotes as necessary.
- Liaise with relevant contact if customer purchase order contains incorrect or is missing detail such as price, lead times, freight requirements and delivery information (correcting if necessary).
- Ensure Request for Quotes (RFQ’s) are interpreted correctly, sales quotes are raised and responded to using standard operating procedures within agreed timeframes
- Complete all relevant sales administrative processes, including data entry into systems to ensure the product is delivered on time, on budget and to the customer’s specifications and within SOPs, including but not limited to:

- Provide proactive support to the Sales & Service Teams through the preparation and accurate / timely distribution of quotes and other information relating to existing and potential customers, and use reporting/ analysis tools to proactively notify customers and/or the sales team when a delay with delivery is notified.
- Assist with or interacts directly with the Customer to make sure they get the right selection of spare parts, services or products (requirements interpretation)
- Gather and prepare the necessary documentation for spare parts, services or products to fit the proposal
- Provide reports as required to relevant parties to manage customer orders and enquiries.
- Any other duties as reasonably directed by your supervisor

How you will do it:

- Demonstrated experience in providing excellent customer service in a Service Centre or frontline service environment and the ability to build strong customer relationships
- Demonstrated experience with Order to Delivery customer enquiries related tasks and associated data experience using an ERP Order to Delivery software program.
- Sound exposure or knowledge of the mining/ mineral processing industry is desirable
- Intermediate skills in MSOffice Suite essential and an ERP system (e.g. SAP/Epicor/ or similar system)
- Demonstrated commitment to the provision of high level quality and customer focused services.
- Excellent oral, written and interpersonal communication skills in order to work with customers, contractors and other personnel on a daily basis
- Highly developed organisation, multitasking, time management and prioritising skills with the ability to meet deadlines
- Excellent attention to detail, analytical and problem-solving skills
- Ability to work well in a team and autonomously.

FLSmidth is the leading supplier of engineering, equipment and service solutions to customers in the mining and cement industries - for more information please visit

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