Service Delivery Co Ordinator

1 week ago

Windsor, Australia Johnson Controls Full time

**The Company**

**ADT Security **has a reputation as **one of Australia’s most trusted home and business security companies **with safety and security the cornerstone of the business. Its world-class technology and A1 Grade monitoring have been protecting Australians for decades.

**Overall responsibilities for the Service Delivery Team.**
- Monitor and manage the service job queues for all jobs
- Ensure all SLA’s are met in accordance with contracts and customer expectations
- Ensure all jobs have correct data advising the customer of the chargeable service rates and travel charges if applicable
- Order parts required for the Install and Recall jobs using Pronto
- Provide knowledgeable, courteous and helpful customer service
- Monitor and manage parts that have been dispatched via a follow up queue
- Receive incoming customer service-related calls and troubleshooting and complaint handling
- Updating Mastermind with all contractual and customer information
- Creating Jobs for warranty and service claims
- Creating Quotations for service jobs
- Drafting route and network mapping for Technicians for jobs allocations
- Raising invoices and Purchase orders
- Accurate data entry for all customer invoicing
- Interpretation and rectification of invoice issues; process reversals and credits where required
- Manage subcontractor payment process including all related data entry relating to input of costs
- Identify and communicate issues impacting business and escalate to major account manager where necessary

**What we look for**:

- Previous experience in Service delivery / administrative role
- Excellent oral and written communication skills
- Excellent attention to detail
- Strong organizational, administrative skills and time management skills with ability to meet deadlines
- Experience in using Pronto, Mastermind and / or Click software - experience would be preferred but not essential
- High level of expertise in MS Office software including Outlook, Word and Excel
- Capable of working efficiently in a fast-paced environment and under pressure
- Ability to work effectively as a team member and independently,

ADT is an equal employment opportunity and affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, age, protected veteran status, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law.

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