Customer Care Coordinator

2 weeks ago

Tullamarine, Australia Tomra Full time $60,000 - $80,000 per year
Company DescriptionJob DescriptionResponsibilities:
  • Manage and process customer Enquires, quotes and spare parts orders
  • Create cases and work orders for all Field Service Representative (FSE) work
  • Initiate follow-up calls with FSEs and customers for any work order discrepancies
  • Coordinate Customer service visits and liaise with the customers and FSE on (service visits, new projects, upgrades, other service-related visits)
  • Process and submit estimates (quotes) to customers for all service work as required
  • Support Field Service Engineer – Team Lead in managing resource utilization and capacity planning
  • Timely response to quotations, technical enquiries, and requests for information
  • Expedite customer orders to ensure on time delivery and customer satisfaction
  • Ordering stock for customer spare parts orders, with internal and external suppliers, manage receipting into system
  • Picking and packing and arrange shipping of spare parts orders
  • Create work orders for service requests ensure we have purchase orders for all service visits
  • Create RMA and manage return process for warranty and repair orders, including external supplier repairs
  • Provide weekly report of assigned KPI /SLA metrics
  • Work with other departments within Tomra to facilitate on-time delivery and customer satisfaction
  • Daily review of open work orders on regional dashboard
  • Book business travel arrangements for FSEs and other Tomra employees as required
  • Follow-up on maintenance contracts that are expiring within 90 days of renewal
  • Promote a "Safety first" culture throughout the company, our customers, and our industry
Qualifications
  • 3–5 years of experience in a customer service or client-facing role
  • Associate degree strongly preferred; equivalent professional experience will be considered
  • Comfortable with a hybrid schedule (In-office attendance required)
  • Flexible availability between 7:00 AM – 5:00 PM
  • Experience with CRM systems, ideally Microsoft Dynamics or similar (e.g., SAP)
  • Proficiency in Microsoft Office tools (Excel, Word, PowerPoint)
  • Energetic, positive personality with strong interpersonal skills
  • Proactive and shows strong initiative
  • Creative thinker who can problem-solve and think outside the box
  • Strong organizational and time management skills
  • Computer skills are crucial, including MS Office suite
  • Prior knowledge and experience with IFS
  • Fluent in English - oral & written, other languages are a plus
Additional InformationWhy work for us:
  • Birthday leave - have a day off on us
  • Onsite car parking
  • We love innovation, so we offer a collaborative environment where idea sharing and thinking outside the box is encouraged
  • Global career opportunities with a strong record for promoting internally
  • Professional training and development: We are passionate about people and seeing them succeed.
  • We care for the planet and want to make a difference for the future
  • Superannuation employer contribution paid on top of base salary

Tomra

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