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SalaryJob Title: Customer Assistance Coordinator
Start date: asap
Pay rate: 65K per year + Super
Location: Kilsyth Melbourne
Work Days and Hours: Monday -Friday, start time 8am-4pm or 10am -6pm (every week it changes, one week they will be on the early shift)
Onsite/WFH: hybrid - 60% in office
Job Description:
We require someone who can act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.
Responsibilities:
- Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
- Act as the single-point-of-contact to customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
- Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of our processes, systems, and practices; provide timely and informative responses as per business key performance indicators.
- Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
- Manage some technical queries of products but know when to escalate to the appropriate person to respond.
- Maintain accurate records of all internal and external interactions in the appropriate database/system (Salesforce)
- Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation.
- Act as liaison between the customer and warehouse/dispatch. Support Supervisor with hosting customer visits at local facility.
- Understand Customer Order Management policies, procedures and metrics.
- Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization. Participate in/lead process improvement projects.
- Additional responsibilities include rebate processing and customer claims.
Customer service experience, good verbal and written communication skills, attention to detail and accuracy are key skills for potential candidates.
Preferred level of experience: applicants have worked in a similar industry is advantageous e.g. ENGINE PARTS manufacturer, but as long as they have worked in a dynamic customer service environment. Amongst the team they handle 2000 cases between them per month so we need someone who knows how to work as a team and will be able to work out who to distribute the queries to within the business to be able to get through the many queries.
Soft skills required:
Good collaborator, good team player, have the ability to understand when to pass on the inquiry to the next level, good verbal communication, good email manner, need to be able to speak clearly over the phone.
Systems knowledge required:
Experience with SALESFORCE is an advantage
ORACLE experience is an advantage
If this sounds like you please apply
**Aboriginal and Torres Strait Islander candidates strongly encouraged to apply.
Only shortlisted candidates will be contacted.
Applications received after the due date may be considered for similar roles.
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