Senior Customer Service Analyst

7 days ago

Brisbane, Queensland, Australia Progress Rail Australia Pty Ltd Full time $90,000 - $120,000 per year

About the business:

Progress Rail Australia, a Caterpillar company, is one of the largest integrated and diversified suppliers of railroad and transit system products and services worldwide. Product technology, reliability and durability, along with aftermarket parts and service support, have been our keys to success.

About the role:

The Senior Customer Service Analyst role initiates revenue conversion and cash flow by executing approved sales opportunities in line with contractual DIFOT targets and aftermarket sales budgets. Responsible for maintaining accurate sales forecasts (including analysis of historical data and forward planning opportunities), developing insightful reporting solutions, support in management of core debt and providing essential support to the customer service team.

Job tasks and responsibilities:

  • Maintain accurate customer sales & forecasts in relevant systems
  • Prepare quotes and perform data entry with a high degree of accuracy
  • Support customer service operations through proactive planning and administration
  • Support and manage customer core debt through reporting and dashboards to liaise with internal and external stakeholders
  • Analyse customer and operational data to create clear, actionable reports and dashboards using systems like Power BI and Power Apps
  • Identify trends and provide recommendations to improve forecasting accuracy and operational performance
  • Provide support to the customer service team by responding to enquiries and assisting with general administration
  • Strive to achieve customer DIFOT targets through proactive issue resolution and effective coordination
  • Champion Vision Zero and uphold the Rail Division's Six Pillars of Safety in all activities
  • Comply with Progress Rail policies, procedures, and mandatory training requirements
  • Build effective business relationships with relevant internal and external stakeholders

About you:

  • Proven experience in customer-facing roles involving high-volume, accurate data entry
  • Proficiency in MS Excel, Power BI, Power Apps, D365 and ERP platforms
  • Strong numerical, analytical, and problem-solving skills
  • Ability to conduct detailed investigations and provide clear root cause analysis
  • Agile approach to managing changing priorities in a dynamic operational environment

What we offer:

  • Opportunities for growth and career development.
  • Access to mentoring programs.
  • Novated leasing and discounts on selected health insurance funds, gyms, vehicles and more.
  • Travel Account for discounts on hotels, hire vehicles and flights.
  • Supportive team environment

About Our Process

At Progress Rail, we are committed to employing individuals who align with our Values and meet the requirements of the role. As part of the recruitment process, there are a number of checks which may be conducted for a role including police / criminal background checks, medical, drug and alcohol testing and/or reference checks.

If you are ready for a new opportunity and would like to join a growing team in a stable industry, please apply.

We look forward to hearing from you

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