Service Operations Coordinator

Baker Group AU is a dynamic and growing company specialising in Commercial Catering Equipment Repairs and Maintenance. We pride ourselves on delivering high-quality products and exceptional service to our customers. As part of our expansion, we are seeking a motivated and proactive Operations Service Coordinator to join our national team.

Ready to be part of a pioneering team? Here's why you should choose BGAU:

Innovative Approach: We're reshaping kitchen equipment management, empowering clients to do what they do best.

Team Environment: Enjoy the best of both worlds - the autonomy to excel on your own while being part of a supportive team at Baker Group AU.

National Reach, Global Vision: With teams across Australia and plans for international expansion, you'll be part of something big.

Endless Opportunities: Our evolving business means endless possibilities for your career advancement.

As the Operations Service Coordinator, you will play a crucial role in ensuring the smooth operation of our repair services across Australia. You will be responsible for managing incoming inquiries, scheduling technician jobs, maintaining communication with customers regarding ETAs and delays, communicating with suppliers, and handling administrative tasks such as generating and sending purchase orders (POs) and quotes for further works. This position requires excellent organisational skills, the ability to handle high-pressure situations, and effective multitasking capabilities.

Client Relationship Management:

• Manage incoming phone and email inquiries from clients and internal teams, providing prompt and professional responses.
• Cultivate and maintain strong relationships with clients, acting as the primary point of contact for their needs and concerns.
• Address client needs and expectations effectively, ensuring a high level of client satisfaction.
• Handle escalations promptly and transparently, keeping all stakeholders informed throughout the resolution process.

Coordinating

• Oversee all scheduling activities for technicians in the relevant state, ensuring efficient allocation of resources and timely completion of tasks.
• Provide clients with timely and efficient communication regarding outstanding works, scheduled attendance times, and parts ETA's.
• Manage planned maintenance (PM) schedules and activities to ensure compliance and timely completion.
• Contribute to improving technician efficiencies and minimizing unproductive time.
• Monitor outstanding work in progress (WIP) daily, ensuring timely resolution and proactive communication with clients.

Communication:

• Foster clear and open communication with clients and internal teams.
• Provide regular updates to clients on relevant information such as scheduled attendance times, parts ETA’s, PM schedule management and SLA performance.
• Manage relationships and performance with Service Partners, including compliance and WIP management.
   

Invoicing:

• Ensure prompt and accurate invoicing of completed jobs, following company procedures and client billing requirements.
• Coordinate with the finance department to resolve any invoicing discrepancies or issues promptly.
• Manage client complaints and concerns, investigating root causes and implementing corrective actions to prevent recurrence.
• Provide clients with timely updates on the resolution of complaints and ensure their satisfaction with the outcome.
• Foster clear and open communication with clients and internal teams.

Miscellaneous

• Willingness to work flexible hours, including occasional evenings or weekends.
• Participate in a standby roster to handle after-hours calls, demonstrating availability to address urgent client needs outside of regular business hours.
• Ability to travel as needed to meet clients or attend industry events (if applicable).
   

• Previous experience in a similar role, preferably in the service industry.
• Strong communication skills, both verbal and written.
• Excellent organisational and time management abilities.
• Ability to work effectively under pressure and prioritise tasks accordingly.
• Proficiency in multitasking and handling multiple responsibilities simultaneously.
• Attention to detail and accuracy in administrative tasks.
• Familiarity with relevant software and tools for scheduling, communication, and documentation.
• Knowledge of catering equipment industry or similar is advantageous but not essential.