Operations Support Specialist

1 week ago


Eastern Creek, Western Australia Veritas Recruitment Full time

About Veritas Recruitment

We are a leading global enterprise, recognised for our expertise in processing a wide range of materials. Our impact is felt across various industries, including manufacturing, logistics, and supply chain management.

Job Summary

The Operations Support Coordinator plays a crucial role in building and maintaining strong relationships with Operations Coordinators through clear and engaging communication. This position provides comprehensive product and service support, handling technical aspects for service bookings, new machine installations, and factory relocations. The role also serves as a key point of contact for customer inquiries, troubleshooting issues, and offering recommendations for optimal service procedures or upcoming installations.

Key Responsibilities

  • Provide technical support to Operations Coordinators for new site jobs and installations.
  • Prepare and deliver necessary technical documentation to technicians and customers.
  • Ensure the accuracy and completeness of information using appropriate methods and tools.
  • Meet personal and team sales targets related to customer service.
  • Address customer complaints by offering timely solutions and alternatives, ensuring resolution.
  • Follow established communication procedures, guidelines, and policies.
  • Interact with customers via phone, email, or in person.
  • Gather relevant information from team members or departments to resolve inquiries.
  • Escalate unresolved issues to designated resources for effective resolution.
  • Record details of inquiries, comments, and complaints in the company's business systems.
  • Document actions taken in response to customer inquiries or complaints.
  • Generate and distribute customer activity reports as needed.
  • Maintain and update customer databases.
  • Coordinate with internal departments to meet customer needs and expectations.
  • Follow up on customer interactions to assess satisfaction levels.
  • Provide feedback to management on the efficiency of customer service processes.

Requirements

  • Previous experience as a Service Technician or in Technical Operations.
  • Knowledge of customer service principles and practices.
  • Proficiency in Microsoft Office applications.
  • Understanding of administrative procedures.


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