Customer Service Coordinator

Riello UPS is a global company that specialises in designing, manufacturing, and servicing uninterruptible power supply (UPS) systems for various industries and applications. Founded in Italy in 1986, Riello UPS has grown to become a leading brand in the power protection industry with a presence in over 90 countries.

Riello UPS offers a wide range of UPS systems tailored to meet different power requirements, from small home and office applications to large data centres and industrial plants. These systems come in various configurations, including offline, line-interactive, and online double conversion, providing the necessary level of protection against power disturbances.

In addition to its UPS products, Riello UPS also offers a comprehensive range of services, including installation, commissioning, maintenance, and remote monitoring. This ensures that customers can have their power protection needs met from start to finish, with minimal downtime and maximum efficiency.

Overall, Riello UPS's commitment to innovation, quality, and customer satisfaction has made it a trusted partner for businesses worldwide, ensuring that they stay powered-up and protected against any power-related issues.

Riello UPS, Reliable Power for a Sustainable World.

We are currently seeking a Customer Service Coordinator to join the team for a period of Maternity Leave cover, working full-time on a 12-Month contract. This position may lead to permanent opportunities in a similar role after the contract period and in-line with performance.

The Position

This is a full-time role serving as a primary point of contact for customers, providing timely, accurate, and professional support across phone and email channels. You will be responsible for addressing customer enquiries, coordinating service requests, managing records, and ensuring service excellence in alignment with company standards. This position involves collaboration with internal and external departments to facilitate efficient service, uphold compliance, and maintain high levels of customer satisfaction.

• Engage with customers via phone and email to respond to questions, service needs, and general enquiries.
• Provide general support to customers regarding the company's products and services.
• Maintain and manage customer records, service requests, and order details by accurately utilising the company's internal database.
• Coordinate and manage technician schedules for routine maintenance, installation/SAT and remedial works, as required.
• Upload necessary documentation and certifications to ensure company compliance in contractor portals.
• Administer customer work order and induction portals, assign technicians accordingly, monitor job progress, and ensure monthly service level agreements (SLAs) are achieved.
• Collaborate closely with service, sales, production, and administrative teams to facilitate seamless delivery of products and services.
• Prepare basic product and labour quotations in accordance with company standards.
• Support management of maintenance contract customers.
• Coordinate with subcontractors to schedule third-party maintenance and ensure timely distribution of customer reports.
• Create, manage and allocate service orders in company database.
• Assist in maintaining or uploading Occupational Health and Safety (OHS) documentation, as needed.
• Generate reports for company forecasting, general service and company meetings.
• Monitor and maintain calibration compliance of testing equipment, including multimeters and SAT devices.
• Organise travel arrangements such as flights, accommodation and transport, as required.
• Assist with distribution of mobile data service technicians, as required.

Key Skills and Competencies Required

• Experience in a similar or administrative position.
• Strong verbal and written communication to effectively interact with customers and internal teams.
• High attention to detail ensuring accuracy in data entry, documentation, and service coordination.
• Proficient in standard office applications, including Microsoft Suite (e.g., word, excel, teams).
• Experience with CRM, internal databases, customer portals.
• Understanding and experience with documentation, certification, and OHS requirements.
• Ability to work with cross-functional teams including service, sales, production, and administration.
• Ability to prioritise tasks and meet deadlines in a fast-paced environment.
• Proactively identifies issues and contributes to efficient resolutions.

If you meet this criteria and are in a similar role apply to -

Please note Australian Citizens or Permanent Residents preferred or encouraged to apply for this job.

Job Types: Full-time, Temp to perm

Contract length: 12 months

Pay: From $70,000.00 per year

Application Question(s):

• Describe your current working rights in Australia?
• How many years experience do you have in Customer Service / Service Administration?
• What is your expected annual base salary?

Work Location: In person