Customer Service Coordinator

**Date**:Jul 8, 2025

**Location**: Dandenong South, VIC, AU, 3175

**Company**:Gates Corporation

Are you inspired by challenging the status quo? Do you thrive in collaborative environments that drive results? If so, Gates could be for you.

Let's simplify it, think belts and hoses. Found in motorcycles, conveyor belts, cars, tractors, blenders, vacuum cleaners, bicycles, & 3D printers just to name a few. Because why not do it all?

**Essential Duties and Responsibilities**:

- Communicates with customers to address issues, concerns, requirements and complaints.
- Offers alternative products to customer (if requested product is out of stock) and/or upsells.
- Responds to requests within set Service Level Agreement timeframes.
- Processes orders: checks manual and EDI orders, enters orders into the system before cut-off time or within same day of receipt of order.
- Takes responsibility for organizing and filing designated requests and inquiries, as well as archiving all relevant documents for the Customer Service department.
- Responds to customer calls in a manner that establishes Gates as the foremost service company in our industry, ensures mínimal delay in addressing our customers' needs.
- Relays customer quality concerns to the appropriate associates or departments while actively ensuring that customer expectations and requirements are fulfilled.
- Proactively seeks opportunities to enhance services and response times and to provide premium customer service.
- Complies with company policy, procedural, and training requirements, including health and safety.

**Keys to Success**:

- Requires skilled in a range of processes, procedures and systems to carry out assigned tasks or has developed deep skills in a single area
- Requires specialized skills or is multi-skilled developed through job-related training and considerable on-the-job experience

**Requirements and Preferred Skills**:
- Excellent command of the English language (oral and written)
- Strong capability to influence and engage while building strong relationships.
- Excellent listening skills, comprehension of customer needs, and ability to deliver effective solutions accordingly.
- Confidence in speaking on the phone with customers, preferably in a previous customer service role
- Selling skills and technical aptitude/understanding.
- Robust interpersonal and human relation skills, essential for handling a fast-paced office environment and a demanding customer base
- Ability to work independently, remaining self-driven and focused.
- Attention to detail
- Can perform effectively under pressure.
- Strong organizational skills and prioritization abilities to handle a diverse workload.
- Ability to collaborate closely with other GAPL staff.
- Is Values driven and demonstrates accountability, curiosity, collaboration, dedication, and tenacity (which are the corporate values of Gates)

**KNOWLEDGE AND QUALIFICATIONS**:

- Minimum of 2-3 years of working experience in a similar role or industry
- Knowledge of best practice Customer Service (relevant qualifications desirable)
- Proficient in using MS Office, MS Teams and other relevant business software.
- Experience with SAP or relevant top tier ERP
- Experience with contact centre system (e.g. Genesys, Amazon Connect, Cisco SIP, Avaya) is advantageous

WHY GATES?

Founded in 1911 in Denver, Colorado, Gates is publicly traded on the NYSE. While we might operate in a vast amount of time zones we operate as 'One Gates' and have a common goal of pushing the boundaries of materials science. We invest in our people, bringing real-world experience that enables us to solve our customers' diverse challenges of today and anticipate those of tomorrow.

WORK ENVIRONMENT

Gates is an Equal Opportunity and is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of race, sex, color, religion, age, disability, pregnancy, citizenship, sexual orientation, gender identity, national origin, protected veteran status, genetic information, marital status, or any other consideration defined by law.