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Client Care Call Administrator

4 weeks ago

Coburg North, Australia Tomra Full time

Company Description

TOMRA Food designs and manufactures sensor-based sorting machines and integrated post-harvest solutions for the food industry, using the world's most advanced grading, sorting, peeling and analytical technology. The company's mission is to enable its customers to improve returns, gain operational efficiencies, and ensure a safe food supply via smart, useable technologies.

TOMRA Food is a member of the TOMRA Group founded in 1972 that began with the design, manufacture, and sale of reverse vending machines (RVMs) for automated collection of used beverage containers. Today TOMRA provides technology-led solutions that enable the circular economy with advanced collection and sorting systems that optimize resource recovery and minimize waste in the food, recycling, and mining industries. This person will be operating in the Business Area TOMRA Fresh within TOMRA Food.

**Job Description**:
We have a great opportunity for a customer centric specialist to join our dynamic and high performing Client Care team. This role focuses on developing and maintaining positive customer relations and coordinates with multiple functions across the company to ensure customer requests are handled with care and we are providing a high level of service. This role is team-oriented, and we want someone that possesses strong telephone, computer and problem-solving skills.
- Create cases and work orders for all Field Service Representative (FSR) work.
- Dispatch FSRs for planned and unplanned maintenance such as assessments, start-ups, training, installation, maintenance and repair services.
- Communicate across multiple levels of the organization to coordinate proper resources as required
- Process and submit estimates to customers for all service as required.
- Properly forecast and schedule correct number of hours and/or days for FSRs.
- Ensure scheduling FSRs within guidelines of our Fatigue Policy.
- Work with ANZ region on logistics related to ship dates, tracking information, and updating customer as needed.
- Actively monitor backlog of regional parts orders to ensure timely delivery to customer.

*** Please note this role is Monday to Friday 7.30am - 3.30pm**

**Qualifications**:

- At least 1 years experience in a contact centre/phone based role is essential
- Experience in the service industry with relation to scheduling preferred
- Ability to resolve complex customer complaints and enquiries
- Excellent customer service skills with the ability to quickly identify and effectively respond to internal and external customer needs
- Excellent communication skills, both written and verbal
- Experience in using Microsoft Office Suite package and Salesforce or Microsoft Dynamics 365 would be seen as an advantage
- Strong team player willing to do other functions as needed

Additional Information
- Award winning, Innovative kiwi success story
- Competitive remuneration package
- Birthday leave - have a day off on us
- Fantastic career opportunities locally and globally
- Weekly Friday socials and other events through the year
- We invest in you with professional training and development