Customer Service Representative

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.

About the role

We are currently seeking an energetic and results-driven Customer Service Representative to join our dynamic 24/7 Customer Service team, based at our Tomago Branch.

Reporting to the Customer Service Supervisor, you will play a pivotal role in delivering exceptional customer experiences by understanding and fulfilling customer requirements. You'll be the first point of contact for technical product advice, parts interpretation, and general enquiries, while also supporting sales initiatives through accurate CRM data entry. This fast-paced role is ideal for a proactive and motivated individual who thrives on solving problems and building strong customer relationships.

Key Responsibilities

• Serve as the first point of contact for all customer parts orders and aftermarket solutions.
• Interpret customer needs and provide expert advice on applicable parts.
• Manage stock levels and expedite parts orders to meet customer timelines.
• Handle inbound customer calls, process orders, and manage EFTPOS and retail sales transactions.
• Follow up on customer enquiries and quotes to ensure satisfaction and resolution.
• Accurately capture and enter new machine sales leads into CRM with high-quality data.
• Field general enquiries and direct calls to the appropriate internal departments.
• Support the resolution of customer complaints and escalate unresolved issues as needed.
• Identify and recommend continuous improvement initiatives to enhance customer experience and operational efficiency.
• Uphold company values through professional behaviour, decision-making, and customer interactions.

Skills & Experience

• Previous experience in a customer service role.
• Parts interpretation (preferably in a technical/industrial environment) is desirable.
• Problem solving skills and the ability to manage multiple tasks in a high-pressure environment.
• Intermediate computer literacy skills – MS Office and internet-based applications.
• Excellent communication skills (verbal, written and interpersonal) with the ability to effectively liaise with customers and a diverse range of interdepartmental team members.
• Positive attitude and passion to deliver the best outcome for the customer every time.
• An aptitude and interest in technical/industrial products/services.
• Familiarity with Caterpillar processes or equipment would be highly regarded however not essential.

Why Join WesTrac?

 As one of the World's leading Caterpillar dealers, WesTrac services a broad range of customers across NSW, ACT & WA. Our ongoing success is attributed to the individuals that make up our teams, which is why we offer a competitive benefits package and pride ourselves on our Safe, Engaged and Customer Focused Culture. As a WesTrac team member you will receive: 

• Competitive remuneration.
• Job security and serious potential for advancement.
• Refer a friend program – work alongside your mates and receive $3,000 for each successful referral.
• Annual Remuneration and performance review.
• Discounted CAT Hand Tools.
• Fitness Passport for the whole family.
• Income protection with 24/7 coverage.
• 12 weeks paid parental leave + additional benefits.
• Online Learning Library to support your continued development.
• Opportunities for progression with pathways to field services, sales and leadership roles.
• Dealership network with opportunities for short-term or permanent transfers.
• Salary Packaging + Novated leases.
• Ability to purchase up to 10 days of additional annual leave.

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. We are anticipating a high volume of applications for this role and as such a suitable applicant may be selected before the advert closing. For further information regarding this role, please contact our Recruitment Team on and reference job number #4281.

Successful applicants will be required to complete a satisfactory National Criminal History Check and a Medical 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.