AddressAct as the primary interface between the customer and the Service team.
Responsible for answering customer enquiries via telephone &
Salesforce. Achieving the metrics on average speed of response and first call
resolution.
Dispatch Service Orders to engineers, scheduling and confirming bookings.
Liaise between customer and engineer keeping both informed of any changes to
job bookings.
Ensure service levels for customers are achieved, proactively raising when there is
a risk of non compliance.
Parts order processing and order fulfilment
Prioritise delivery to Key Accounts and Priority customers.
Communicate parts ETA's to Engineers and Service back office.
Raise urgent parts orders and work with upstream functions to coordinate
fulfilment of customer demand.
Monitor parts orders ageing (Engineer and parts sales) and call out overdue as
required.
Support revenue attainment for the business handled through rigorous back-order
management, close coordination with cross-functional teams including Planning
& Procurement, Manufacturing sites, Commercial team, AR, Warehousing &
Distribution teams.
Supply Chain experience preferred.
Bachelor's degree, science, engineering, technical field or business management
preferred
Proficiency with Microsoft products, CRM (ideally SFDC) and Excel
Ability to work within a team environment with minimal supervision.
Demonstrate judgement, tact and diplomacy in dealing with internal and external
customers.
Need to have the ability to prioritise and solve problems and to multi-task under
time pressure.
Take responsibility and act as an owner.
Customer Focused attitude and Excellent interpersonal skills are needed.
A leading medical equipment supplier based in the south eastern suburbs.
Hybrid role - 3 days office 2 days WFH.
South East Location - Close to public transport. Opportunity for growth within position - Employment progression plan.
Great company culture with regular team events.
