Customer Service Coordinator

Role Title: Customer Service Coordinator

Reports To: Supply Chain Manager ANZ

Business Unit: Supply Chain

Sub Business Unit: Customer Service, Warehousing and Logistics

Location: Adelaide

Global Job Level: 2A

Prepared by: Stephen Collins

Approved by:

Division Overview:

The Customer Service Coordinator is responsible for the timely, accurate and cost-effective fulfilment of customer demand and associated materials management. They are the key support function to the commercial team, helping to ensure customer satisfaction and drive business growth.

Role Purpose:

Located in our Adelaide Head Office the Customer Service Coordinator is responsible for the delivery of excellent customer service to all external and internal customers.

Working as part of the wider Supply Chain team and utilizing Global Business Serives (GBS), the Customer Service Coordinator manages order entry, execution, invoicing and rework, customer and material master data, call center activities, as well as logistics and wider business support.

Key Working Relationships

Internal Personnel

• Procurement and Planning
• Warehousing and Logistics
• Commercial
• Global Business Services (GBS)

External

• Customers
• Third Party Logistics Providers

Role Accountabilities (Samples only suggested)

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2. Role Specific Accountabilities

• Customer Order Fulfilment
  • Coordination (utilizing GBS) of order entry, availability checking, delivery and invoicing
  • System price maintenance and verifications
  • Rework activity – credits, debits, returns.
  • Maintenance of key master data
• Call Centre/Customer Support
  • Answering queries and addressing complains from internal and external customers.
  • Management of customer relationships
  • Maintenance of customer interaction database.
  • General business inquiries.
• Logistics Support
  • Rework activity relating to claims and damages.
  • Scheduling and coordination of dispatches and deliveries.
  • Ad hoc support of warehousing activities.
• Sales Support
  • Reporting as required to internal business partners.
  • Provision of information relating to stock availability and customer issues.
• Process Improvement
  • Identification of improvement opportunities and process gaps

1. 
   
2. Financial 

• Adhere to all internal financial processes and policies including approvals and processing procedures.
• Source and engage external services and supply in a cost-conscious manner.
• Extract maximum value from all financial commitments and investments.

1. 
   
2. Customer – Internal and External

• Develop effective and proactive working relationships with internal customers.
• Effectively manage GBS resource to achieve desired outcomes
• Ensure internal customer offerings meet and/or exceed customer needs and manage expectations.
• Develop professional relationships with external customers.
• Identify and understand customer needs (internal and external).
• Takes personal responsibility for delivering customer service standards.
• Strives for continuous improvement in service delivery.

1. 
   
2. Systems & Processes

• Comply with business processes, systems, and policies.
• Deliver to all required business system outcomes.

1. 
   
2. Workplace Health, Safety and Environment

• Comply with all UPL WHS policies, procedures, and practices.
• Walk the talk, actively contribute to being Home safely, everyday

Person Specifications

Technical Competencies, Skills, Knowledge & Qualifications

Global Core Competencies

Desirable

• Minimum of 3 years' experience in an equivalent customer service position.
• Intermediate to advanced Microsoft Office skills (Word, Excel, PowerPoint, and Outlook)
• Advanced ERP/MRP skills (SAP experienced highly desirable).
• Excellent verbal and written communication.
• Demonstrated ability to communicate across functions at all levels of the hierarchy.

Competencies:

• Results Orientation
• Adaptability & Resilience
• Customer Centricity
• Execution Excellence

Commitment to Safety

• Observes & practices safe & environmentally acceptable work methods.
• Maintains awareness of changes to safety policies & procedures.
• Contributes positively to a safe and fair work environment for all.
• Support WHSE initiatives, projects, and programmes