Customer Service Coordinator

Aptella is looking for a dedicated Customer Service Coordinator to join our Archerfield Service Department. In this role, you'll play a key part in supporting department goals by helping our Service Technicians manage administrative tasks and schedule repairs. As the face of the branch, you'll greet customers, assist with their inquiries, and provide regular updates on the status of their repairs and services. We're seeking a strong communicator who can ensure a seamless, high-quality service experience for both our customers and internal teams.

**Key Responsibilities**:

- Follow systems and processes to effectively monitor, control, and support service delivery.
- Maintain accurate records of products and services, including serial number tracking, spare parts usage, and hours worked. Complete reports as requested.
- Liaise with the accounting department to support customer credit and collections.
- Ensure service record sheets are transferred for invoicing, recorded against maintenance contracts, or claimed under warranty.
- Assist in meeting or exceeding budgeted service targets.
- Book customer repairs and internal service centre jobs.
- Schedule daily tasks for support technicians.
- Acquire and share information on nominated products and customers.
- Maintain strong communication with the Service Manager and provide regular service department updates.
- Proactively communicate product quality issues to Service and Sales Teams.
- Keep customers and internal staff well informed on the progress of support tasks.
- Coordinate collections and returns of repairs when required.
- Advise customers on product and system conditions, including recommending upgrades or replacements where appropriate.

**About You**:

- Proven experience in a customer service or administrative role, ideally within a service or technical environment.
- Strong communication and interpersonal skills, with the ability to build rapport with customers and internal teams.
- Exceptional organizational and time-management abilities to manage scheduling, repairs, and technician coordination.
- High attention to detail, ensuring accurate record-keeping and follow-through on service updates.
- Problem-solving mindset with the ability to handle customer inquiries and resolve issues promptly.
- Proficient in using computer systems and software for scheduling, reporting, and data entry.
- Able to work both independently and as part of a team, contributing to a collaborative and supportive environment.
- Familiarity with WHS policies and a commitment to safety and compliance standards.
- Friendly, professional, and approachable, with a focus on delivering outstanding customer service.

**Why Choose Aptella?**

At Aptella, we're not just a workplace—we're a vibrant community that thrives on collaboration, innovation, and inclusivity. Our team is driven by a shared passion, reflected in an impressive 82% employee engagement rate. Together, we tackle challenges and shape the future of our industries.

We have been recognised as TAFE Queensland's Apprentice Employer of the Year and our national Field Apprenticeship Program stands out for its innovative approach to developing the next generation of technicians. This inaugural this award reflects our deep commitment to ongoing learning & development, future skill-building and empowering our employees in the Civil Construction, Mining, and Geospatial Fields.

At Aptella, you'll be surrounded by cutting-edge technology and talented colleagues who motivate and inspire you. We foster an environment where diverse ideas thrive, and creativity is celebrated. With a competitive reward structure, continuous learning opportunities, career progression, flexible working arrangements, and generous parental leave, we're dedicated to your professional growth and well-being.

If you're passionate about excellence and ready to make a real difference in your career, Aptella is where you belong.