Customer Assistant Coordinator

Perm - Hybrid - Kilsyth, $65K + super, M - F, weekly rotating shift 8am to 4pm/10am to 6pm, $3K sign on bonus, Paid overtime

Fantastic working environment - - Hybrid Role - Kilsyth location

• $65K plus super
• Kilsyth - Hybrid - 2 to 3 days in Office
• Rotating shift: 8.00am to 4.00pm & 10.00am to 6.00pm
• Monday to Friday
• $3K sign on bonus
• Paid overtime

The Company:
Working towards a brighter future and whose daily actions consider what is important to their people, their customers and our planet.
The Role:
This role sits within the Customer Assistance South Pacific function that looks after customer orders. You will be part of a small team of customer assistance coordinators supporting clients i.e. distributors/dealers and end users of the company's products.
Reporting to the Customer Service Manager you will act as the single point of contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.
Duties and responsibilities:

• Taking ownership of and resolving complex customer inquiries through extensive research, and a detailed understanding of company processes, systems, and practices
• Providing timely and informative responses as per business key performance indicators
• Requesting support from the next appropriate level of customer support for complex escalations/issues and providing documentation throughout the process
• Managing technical queries of products but knowing when to escalate to the appropriate person to respond
• Maintaining accurate records of all internal and external interactions in the appropriate database/system (Salesforce)
• Ensuring customers comply with export policies and ensuring required export/shipping documentation is compiled to the relevant legislation
• Acting as the liaison between the customer and warehouse/dispatch
• Understanding Customer Order Management policies, procedures and metrics
• Supporting Customer Order Management departmental goals and initiatives to become a more proactive customer support organization
• Participating in/leading process improvement projects
• Additional responsibilities include rebate processing and customer claims

Skills and qualifications:

• Proven experience in customer service roles i.e. outbound calling within a retail/dynamic customer service environment
• Similar industry experience would be advantageous e.g. Engine parts manufacturer
• Team player used to a high-volume working environment
• Excellent verbal and written communication skills
• High degree of initiative, flexibility and adaptability
• Ability to work under pressure and handle multiple tasks
• Well-developed organisation and problem-solving skills
• Computer skills: Salesforce and/or Oracle experience an advantage, exceptional computer literacy, especially in Microsoft Office
• Data entry: Fast and accurate data entry is a must.
• An Alphanumeric and Numeric skills evaluation will be conducted.

You must be either an Australian Citizen or a holder of an Australian Permanent Residency Visa to be eligible to apply for this position.
NOTE: The successful candidate will be required to have a Medical prior to commencement.