Service Coordinator

7 days ago

Sydney, New South Wales, Australia Markem-Imaje Full time
About Markem-Imaje

Markem-Imaje is a renowned world manufacturer of product identification and traceability solutions, offering a comprehensive range of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems. The company delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls and improved manufacturing processes.

The estimated annual salary for this role is around $70,000 - $90,000 depending on the location and experience.

Role Summary

We are seeking an experienced Service Coordinator to join our team. As a Service Coordinator, you will be responsible for coordinating daily service activities, managing service requests, and ensuring seamless communication with customers and internal stakeholders.

Key Responsibilities
  • Daily coordination and monitoring of service calls through SAP, Work Force Management (WFM), and Service Delivery Tool (SDT);
  • Prioritizing call allocation according to defined policies and allocating customer break-fix requests to the helpdesk for troubleshooting;
  • Creating quotations for on-demand service work as per customer requirements;
  • Liaising with customers regarding pre/post-service job updates, installation schedules, parts enquiries, and purchase order follow-ups;
  • Liaising with service engineers regarding call status progress and updates;
  • Dealing with customer queries, complaints, claims, and required support documents such as service reports and invoices;
  • Accurately updating inventory movements in the ERP system and leading regular stock takes/audits to confirm stock accuracy;
  • Following up on leads from the technical team and uncovering opportunities to develop aftersales revenue related to contract conversion;
  • Working closely with CRM to ensure all Preventive Maintenance contract service requisitions are released and demand for parts is generated for the CRM team;
  • Handling service invoice enquiries and escalating to management for any credits that may need to be applied;
  • Coodinating disposal/destruction of trade-in printers in accordance with company policy;
  • Utilizing customer feedback to escalate consistent problem areas and recommend improvements;
  • Performing other administrative duties as assigned.
Requirements
  • Acquiring and maintaining Company product and service knowledge to satisfy customer and internal business needs;
  • Excellent data entry skills and attention to detail;
  • Excellent communication skills and interpretation of customer requirements;
  • Strong planning and organization and customer relationship skills;
  • Solid SAP knowledge or understanding of ERP processes;
  • Sound problem-solving skills and ability to resolve non-standard situations.
Qualifications and Experience
  • Bachelor/Diploma of Business/Management or relevant trade qualifications will be advantageous with a minimum of 3 years of relevant work experience in a planning and co-ordination role;
  • Minimum 3 years of supply chain production and material planning experience;
  • Excellent interpersonal, communication skills in managing internal and external stakeholders;
  • Working knowledge of ERP/CRM systems (SAP, WFM, Salesforce).

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