Customer Care Coordinator

Who we are:
From the depths of the ocean to the pinnacles of the world’s tallest buildings, Prysmian drives new forms of energy and information to each and every corner of the earth. We offer the widest range of services and know-how in the industry. Each year, our Company manufactures thousands of KMs of underground and submarine cables and systems for power transmission and distribution, as well as medium and low voltage cables for the construction and infrastructure sectors. We also produce a comprehensive range of optical fibres, copper cables and connectivity systems for voice, video, and data transmission for the telecommunications sector. Become part of a global network of 30,000 colleagues spanning 50 countries, all committed to connecting the planet's pathways

About the role:
We’re seeking a dynamic individual to support key customer account management and coordination in our Power Distribution Channel. You'll work closely with the external sales team to drive profitable business, manage relationships, handle inquiries, and oversee quotes, tenders, contracts, and sales orders. Your role also involves providing administrative support and maintaining precise documentation for complex contracts and tenders.

This role is based in Liverpool, NSW, reporting to the Customer Care Supervisor.

What you’ll be doing:

- Work closely with the External Sales Team to win profitable business through the effective management of customer relationship, enquiries, quotations, Tenders, contracts and sales order
- Effectively manage Contracts/projects and specific Customer requirements e.g. Review contractual requirements and reflect into SAP, price escalation, call offs, blocked orders, code generation, customer complaints etc
- Ensure service continuity in your absence for major Customers’ accounts, by providing training as needed to your Customers’ “back up” coordinators, establish documented procedures and instructions required, ensure that important documents/correspondence are maintained in the Q drive for common/ease of access
- Proactively maintain lines of communication with customers on services offered and service standards achieved.
- Liaise with the Commercial Managers & External Sales Team regarding customer needs
- Proactively manage the relationship of defined portfolio of key accounts in collaboration with External Sales Team
- Provide fast, efficient customer service that engenders repeat business
- Manage call offs, blocked orders, customer complaints, code creations, credits and returns for your customer list
- Proactively maintain lines of communication with customers on services offered and service standards achieved.
- Implement pricing policy, strategy and tactics within agreed guidelines
- Use the tools, processes and systems provided to effectively and efficiently achieve the defined KPI's
- Work closely with the PD team to meet or exceed plan for CM$, Volume for the channel
- Provide administrative, systems and process support to the PD team

Who you are:

- You have the ability to engage effectively with stakeholders across the business and are a proven team member who can maintain effective and harmonious working relationships with colleagues and customers
- Your passion for learning and personal growth, with meaningful focus on sales developments will enhance your ability to cope and work with disruption and adapt to changing priorities
- You have excellent general problem-solving skills and able to manage diverse groups of stakeholders effectively with best practice
- With your relevant experience in customer care and exposure in similar industry will benefit your experience in this role

The benefits of working with us:
Working with Prysmian means joining a Global family (and one with some great perks):

- Globally supported Sustainability and Diversity Programs (because we care about our people and the environments we operate in)
- A Prysmian Rewards Program (designed to save you money on the day to day) exclusive to our Team.
- An inclusive Employee Share benefits scheme
- A dedicated Global Mentoring Program
- A culture that fosters inclusiveness, teamwork and joint success
- Free parking
- Flexible work practices
- Prysmian, as an Equal Opportunity Employer, aims to attract and recruit individuals with diverse backgrounds, skills, and abilities. We strongly believe that diversity brings significant value at all levels of the organization, increasing the possibility of capturing market opportunities and maximizing value for our customers and stakeholders. With Diversity, Equity, and Inclusion (DE&I) as part of our Social Ambition 2030 and a strategic pillar of our Company culture, Prysmian is committed to the development of an organization that prioritizes talent, where people feel respected, included, and free to fully express their potential just as they are._
- All Managers and HRs in Prysmian are responsible for ensuring DE&I policies are respected during the recruiting proc