Customer Service Coordinator

The purpose of this role is to provide a high level of Customer Service to all Hiab Customers, Partners and Internal stakeholders. To Plan, organise and manage to completion Service, Repair and Installation activities for designated areas. Undertake administrative duties for respective areas. Utilise Hiab systems – inclusive of SAP, Basware, SMS and locally employed systems. Contribute towards to departments achievement of revenue budget. Work with Partners and suppliers as required. Work closely with Service Management team and peers to ensure the efficient and productive running of the Service division.

What you will be doing:

Administration 

General

• The accurate administration of all tasks
• The administration of all jobs according to procedure, ie job raising, parts allocation or ordering, invoicing, etc...
• Manage WIP for respective area
• Maintain the Service and Installation Planner, identifying where jeopardy management may be required
• Maintain accurate records
• Proactively communicate with clients to schedule work and mange through to completion.
• Work with Service Management to oversee consumable orders and stock holdings   

Financial

• Manage all financial tasks within company guidelines
• Generate PO’s as required
• Process invoices for Payment as per company guidelines
• Process requests for Vendor, debtor set up as required
• Contribute to revenue generation - Inclusive of Quote generation, job management and prompt invoicing 
• Work with Service Management to ensure all works undertaken are completed in the most efficient manner possible and utilization rates are in line with company guidelines  

Systems   

• Work within Hiab systems – inclusive of SAP, SMS, Basware and local utilized systems

Dealer, Customer Care, Service & Communication   

• Build and maintain relationships with dealers, customers (including internal customers) and suppliers  
• Communicate with dealers & customers (including internal customers) regularly about their jobs – progress reports, difficulties, expected completion etc   
• Prepare and deliver in a timely manner quotations for customers   
• Take all precautions to ensure adequate care and security is afforded to customer’s property at all times

Company Assets   

• Ensure that assets of the company in your control ( mobile phone, material etc) are maintained and kept in good condition and in accordance with the company’s policies and procedures

To be successful in this role you will have:

Education   

• High School Certificate or Equivalent

Experience   

• 2+ years experience in a similar role   
• Industry relevant experience will be well regarded   
• Working in a SAP environment will be well regarded

Skills & Knowledge   

• Sound people management skills   
• Project management   
• Negotiation skills   
• Excellent Customer relationship and service skills   
• Highly proficient computer and application skills   
• Effective time management skills   
• Sound analytical and numeracy skills   
• Strong communication skills (written and verbal)   
• Excellent interpersonal skills (ability to deal with all stakeholders in the business)

Competencies   

• Customer orientated and relationship building   
• Team player   
• Attention to detail   
• Motivating, mentoring and inspiring people   
• Excellent work ethic   
• Ability to participate in all training and development programs   
• Ability to get things done   
• Cultural sensitivity and adaptability

Additional    

• Other duties as requested by your manager

Salary for the role is negotiable depending on experience. This is a great opportunity to join a global market leader. You must have the applicable rights to work in Australia to be considered.

This role has been approved as a direct only hire, as such any Agency referrals will not be accepted.

Hiab is part of Cargotec

Hiab is the world's leading provider of on-road load handling equipment, intelligent services and digitally connected solutions. As the industry pioneer, Hiab's more than 3,300 employees worldwide focus on our commitment to increase efficiency in our customers' businesses and to shape the future of intelligent load handling.

Hiab's offering encompasses class-leading load-handling equipment, including HIAB loader cranes, LOGLIFT and JONSERED forestry and recycling cranes, MOFFETT truck mounted forklifts, MULTILIFT demountables, and tail lifts under the ZEPRO, DEL, and WALTCO fabrands. Hiab's ProCareTM service, award-winning HiVisionTM crane control system, and HiConnectTM platform demonstrate our constant drive to provide intelligent services and connected solutions that add value to our customers. www.hiab.com

Hiab is part of Cargotec. Cargotec's (Nasdaq Helsinki: CGCBV) sales in 2020 totalled approximately EUR 3.3 billion and it employs around 11,500 people. www.cargotec.com