Customer Service Coordinator (Team Member)

Gates Australia is searching for a Customer Service Coordinator (team member) who is the first point of contact of customers for inquiry and orders.

The position is non-supervisory and collaborates on diverse administrative responsibilities with other coordinators in the CS team.

Expectations of this role are:  a) professionalism and respect in communicating with customers and co-employees; b) accurate understanding of individual customer and Gates requirements, c) accuracy of information provided to customers and of information entered in the ordering system, d) establishing trust-based connections and relationships with clients, e) resolving customer complaints with empathy, and f) offering effective solutions, while adhering to company policies and procedure, including our Health, Safety, and Environment policies.

RESPONSIBILITIES:

• Comply with company policy, procedural, and training requirements, including health and safety.

• Communicate with customers to address issues, concerns, and complaints.

• Respond to customer service calls and email inquiries promptly and professionally.

• Relay customer quality concerns to the appropriate associates or departments while actively ensuring that customer expectations and requirements are fulfille

• Proactively seek opportunities to enhance services and response times. 

• Respond to requests within 24 hours.

• Process orders: check EDI order, enter orders into the system before cut-off time or within the day of receipt of order from customers.

• Take responsibility for organizing and filing designated requests and inquiries, as well as archiving all records for the Customer Service department.

REQUIRED SKILLS AND ATTRIBUTES

• Ideally has a minimum of 2-3 years of working experience in a similar role or industry

• Knowledge of best practice Customer Service (relevant qualifications desirable)

• Experience with SAP or relevant top tier ERP

• Proficient in using MS Office

Applicants with full rights to work in Australia can only apply. No company sponsorship will be provided for this role.

We do not accept unsolicited resumes from recruitment agencies. Any resumes submitted without a prior written agreement from the Company will be considered unsolicited and may be used without obligation or payment of any associated fees.