Customer Service Coordinator

At WesTrac, we're made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you've always wanted. More development opportunities, with WesTrac's own in house RTO , access to your own guided learning platform and a range of pathways to help you steer your career in the direction of your dreams. More diversity, with over 4,000 team members with a tonne of differences, united by our passion for building a better tomorrow. As an industry leader and employer of choice, we're Made for More.

Customer Service Coordinator | Component Rebuild Centre (CRC)

About the role

WesTrac is currently seeking an experienced Customer Service Coordinator (Internal title Customer Coordinator) to join our Component Rebuild Centre (CRC) Branch. This role will be on a Monday-Friday fulltime basis at head office in Tomago, with the potential for hybrid working arrangements.

Reporting to the Service Support Supervisor, the Customer Service Coordinator acts as the single point of contact between the customer and the CRC workshop whilst repair/rebuild of customer components is being completed. The role is accountable for ensuring an exceptional customer experience, through providing effective communication and advice.

The role is responsible for managing work in progress (WIP) to ensure jobs are completed within agreed timeframe and to approved scope of work/budget. The role will coordinate customer component repairs from time of arrival on site through to work completion and invoice. This position requires thorough investigation of maintenance costs and customer needs to deliver value driven solutions that foster long-term working relationships.

Key Responsibilities

• Establish and maintain effective customer relationships, acting as the single point of contact for the customer
• Present and seek quote approvals with customers prior to the commencement of any work or variations to scope
• Provide repair and service solutions/options in consultation with the workshop and/or Sales team
• Communicate and inform customers regarding job progress and expected completion times / dates
• Liaise with other internal departments to ensure customer expectations are met and/or exceeded and internal cost allocations are approved
• Ensure all work orders are invoiced and processed, and disputed invoices are investigated and resolved
• Provide weekly reports to provide insight on outstanding WIP and accurately forecast month end sales

Skills & Experience

• Demonstrated highly developed customer service skills with an understanding as to the importance of effective Customer Management
• Excellent communication skills - Interpersonal, written and verbal
• Intermediate computer literacy skills (including Microsoft Office and DBS)
• Excellent organisational skills with the ability to successfully manage fluctuating workloads and prioritise accordingly
• Demonstrated analytical, problem solving and negotiation skills to enable effective resolution of issues within the workplace and/or customer disputes
• Ability to work successfully within a team and autonomously
• Previous exposure to maintenance agreements, contracts and invoicing processes (desirable)

Benefits

• Fitness Passport for the whole family
• Annual Remuneration and performance review
• Flexi-Time Opt in
• Income protection with 24/7 coverage
• 12 weeks paid parental leave
• Online Learning Library to support your continued development
• Refer a friend program - work alongside your mates and receive up to $3000
• Purchased Leave program
• Opportunities for growth and development
• Employee Wellness Program
• Discounted private health insurance
• On-boarding and welcome day at our head office in Newcastle

Apply Now

If you believe you have the skills and experience to succeed in this role, please submit your resume for consideration via the link. For further information regarding this role, please contact the Recruitment Team on and reference job number 4509.

Successful applicants will be required to complete a satisfactory National Criminal History Check as part of the recruitment process.

At WesTrac, our primary focus is our people. As we look to the future, we're focused on harnessing the best talent and providing them with the support they need to achieve success. WesTrac is a member of the Diversity Council of Australia and recognise the value of and strongly support the principles of equal employment opportunities in the workplace and are committed to continue to build our workplace culture.