Customer Assistant Coordinator

2 months ago

Kilsyth, Australia Australia Wide Office Staffing Full time

**Fantastic working environmentHybrid Role - Kilsyth location**
- $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 high-volume working environment
- Excellent verbal and written communication skills
- High degree of initiative, flexibility and adaptability
- Ability to work under pressure and handle multiple tasks
- Well-developed organisation and problem-solving 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.

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