IT Customer Service

Company Description

Connecting people and communities| Driving eCommerce | Moving Australia & New Zealand

With an unrivalled and expansive network, Global Express builds unique, innovative, and tailored transport and logistics solutions.

From a shipload of containers full of fresh produce, urgent medical deliveries on the next available flight, end-to-end retail to every corner by road or rail, or simply delivering gifts to friends and family, we connect people, communities, and businesses across Australia and New Zealand.

Backed by Allegro Funds, Australia’s most awarded and largest transformation and turnaround private equity firm, we’re looking to the future and working towards new and exciting ways to put our customers’ businesses at the heart of ours.

**Job Description**:
An exciting opportunity is available for an experienced IT Customer Service to join our Information Technology team on a permanent basis.

Reporting to the eTrade Manager, the eTrade Coordinator will be responsible for ensuring excellent customer experience and delivering highly professional and electronic trading support. This role will be a customer facing IT role, so stakeholder management will be vital.

**Primary Duties & Responsibilities**
- Deliver excellent customer-centric eTrade services to Toll clients and all business stakeholders
- Actively monitor queues and take escalation calls from the customer and provide relevant solutions or escalate accordingly
- Attend client meetings with sales personnel to review the customer requirements from etrade solution perspective
- Provide ongoing support of etrade platforms to ensure they are operational and optimised for each customer
- Identify and assist eTrade Managers on updates and maintain / support policies, processes and procedures
- Discuss in eTrade team forums the analysis of service calls and workload data to identify trends for action, particularly regarding aged or overdue customer issues and improvement and/or enhancement opportunities of MyToll
- Assists with compliance of security administration procedures for all etrade platforms.
- Ensures any identified breaches in security are reported to and investigated by Senior Managers.
- Ensures that service delivery from an etrade perspective is effective and that if required implement actions to maintain or improve levels of service
- Ensures that incidents are handled according to agreed processes and procedures
- Investigates escalated incidents to responsible service owners and seeks resolution
- Facilitates recovery, following resolution of incidents
- Analyses causes of incidents and informs service owners in order to minimise probability of recurrence, and contribute to service improvement

**Qualifications**:
**About you**

An open mindset to continuously develop and strive for a career at Global Express along with a can-do attitude will set you apart.

The role requires someone driven, passionate, organised, and tenacious. The IT Customer Service will have strong communication skills with a desire to continuously learn and grow their skillsets and a team player.
- Strong experience in eTrade/IT and or sales support services within a similar sized multi-national organisation
- Excellent communication, influencing and presentation skills
- Experience working in a fast paced and challenging environment
- Experience supporting digital eCommerce and mobility platforms highly desirable
- Demonstrated successful experience in engaging with key business stakeholders to ensure business support requirements are being met
- Logistics and supply chain knowledge and expertise desirable
- Proactive, self-motivated with a customer-centric service attitude
- Good organisational skills, with the ability to meet objectives and effectively multi-task
- Ability to work with all levels of the organisation, both technical and non-technical
- Awareness and focus on customer service
- Strong collaborator
- Working well under pressure

Additional Information

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

It’s never been a more exciting time to join our team as we take the next step in our journey.

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.