Service Coordinator

4 days ago

Dandenong, Australia Ingersoll Rand Full time

Location: Dandenong South, VIC, AU, 3175- Req ID: 2781Position Title:
Aftermarket Service Coordinator - Central Team

Organisation/ Division:
Service

Functional Area:
Service

Work Location:
All locations

Reports To:
Aftermarket Business Dev.Mgr.

Date:
January 2021

***:
Liaise with customers to facilitate the timely and efficient provision of products and services and provide operational support for the Customer Care Centre including clerical and administrative responsibilities

**ESSENTIAL FUNCTIONS**:
**Clerical**:

- Initiate AirCover service due requirements and action accordingly
- Raising appropriate system requirements to implement and action AirCover and breakdown servicing
- Allocation of Air Cover jobs via the Regional Service Coordinator
- Ensure credit terms and COD requirements are met
- Assisting with incoming phone inquiries
- Establishment and maintenance of sound working relationships with customers
- Reporting potential new Air Cover clients
- Creating system requirements for new and/or updated contracts/agreements
- Maintaining a strong liaison/communication with the Regional Service Managers in regard to customer service complaints
- Run appropriate service reports and action as necessary to ensure a smooth flow of all functional requirements within the Customer Care Centre

**Operations**:

- Responsible for supporting and maintaining high quality customer relationships.
- Provides operational support to Regional Service Manager & Supervisor
- Provides internal & external customer support relating to enquiries and requests.

**Service**:

- Provides the first point of contact for Service customers
- Maintains and provides high quality phone presentation to all customers
- Provide full back-up support in the absence of the Regional Service Coordinator
- Other duties as required and agreed to achieve the highest quality service.

**Quality**:

- Supports Company objectives in accordance with ISO 9001 quality accreditation

**Health & Safety Environment**
- Ensure the working environment is safe at all times and activities conducted are safe and don't harm self or other employees
- Eliminate risks in the working environment by conducting housekeeping, conducting risk assessments and working with the line manager to eliminate or at least mitigate the hazards
- Taking a leading role in safety risk assessment and audit
- Implement procedures for safety of others through the appropriate operation of equipment before ascertaining correct procedures and usage of personal (e.g. safety glasses etc.) and technical equipment.

**Competencies**
- Demonstrated verbal and written communication skills.
- Demonstrated PC Skills (SAP, Lotus Notes, Excel, Word and databases).
- Ability to meet deadlines and organise work priorities.
- Demonstrate a flexible and “can do” attitude
- Able to work on agreed initiatives with mínimal support.
- Prior experience in Customer Care Centre preferred but not essential.
- Demonstrated analytical skills.
- Focused on achieving agreed targets.
- Demonstrated ability to undertake research and source appropriate parts information.
- Highly developed organisational skills.
- Self-starter, able to work under time constraints, detail-oriented and ability to multi-task

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