Customer Coordinator

WesTrac Cat; Perth; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Paid Parental Leave

Novated Leasing

Income Protection Insurance

600+ retail discounts

Job summary

WesTrac Cat in Perth, WA seeks a Customer Coordinator to join our Perth Branch on a full-time basis. You will work with the Workshop team to deliver exceptional customer service and act as the primary contact for clients and stakeholders.

The role spans customer engagement and operational support to ensure efficient service delivery and positive outcomes. The position offers a Monday–Friday roster, with 10.5-hour days, including an unpaid meal break.

Qualifications

• Workshop, service, or heavy equipment industry experience.
• A customer-first mindset and strong stakeholder management skills.
• Exceptional organisation, planning, and communication abilities.
• Experience with warranty process and claims.
• Experience using ServiceLink, DBS, or similar operational systems.
• Mechanical aptitude or a trade background (desired).

Responsibilities

• Evaluate customer requirements to define tailored service and repair scopes, coordinating with the quoting department for accurate quotations.
• Create and review work orders and work packs against customer purchase orders.
• Manage customer agreements, proforma invoices, invoicing, and claim processing per company procedures.
• Maintain accurate customer records, documentation and reports in key systems (DBS, Concur, SAP, CWS, IDS, Foundry, SIS).
• Coordinate with customers and stakeholders to achieve timely outcomes, identifying opportunities for continuous improvement.
• Create and manage warranty claims in accordance with Caterpillar guidelines on behalf of customers

Skills

Workshop experience

Customer-focused

Organisation & planning

Warranty process & claims

ServiceLink/ DBS / similar systems

Mechanical aptitude / trade background

Tools

DBS

Concur

SAP

CWS

IDS

Foundry

SIS

Job description

Location: Perth Precinct, WA, AU

Reporting to the Customer Service Delivery Supervisor, the Customer Coordinator will join our team on a fulltime basis at our Perth Branch, working alongside the Workshop to deliver exceptional customer service while acting as the first point of contact for clients and stakeholders. This varied role combines customer engagement and operational support to ensure efficient service delivery and positive customer outcomes.

Roster –Monday – Friday, 10.5 Hrs (Including unpaid meal break)

What You'll Do:

• Evaluate customer requirements to identify and define tailored service and repair scopes, working closely with the quoting department to provide accurate quotations.
• Create and review work orders and work packs against customer purchase orders.
• Manage customer agreements, proforma invoices, invoicing, and claim processing in accordance with company procedures.
• Maintain accurate customer records, documentation and reports using key systems including DBS, Concur, SAP, CWS, IDS, Foundry and SIS
• Coordinate with customers and stakeholders to achieve timely outcomes, identifying additional opportunities to support continuous improvement.
• Create and manage warranty claims in accordance with Caterpillar guidelines on behalf of customers

Skills & Experience:

• Workshop, service, or heavy equipment industry experience.
• A customer-first mindset and strong stakeholder management skills.
• Exceptional organisation, planning, and communication abilities.
• Experience with warranty process and claims
• Experience using ServiceLink, DBS, or similar operational systems.
• Mechanical aptitude or a trade background (desired).

Our Benefits include, but is not limited to:

• Financial Benefits - Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & more than 600 retail discounts, such as, Coles, Petbarn, Virgin, HOYTS & Crown.
• Health & Wellness - Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.
• Culture & Career - Personal and Team Recognition (Made for More awards), Internal Career Progression, Training & Flexibility through our award-winning WesTrac Institute
• Employee Referral Program - Opportunity to receive a referral bonus up to $5000 for applicable roles
• Additional Perks - Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity.

Our Company & Commitment

With over 4,500 employees, WesTrac is one of the world's largest authorised Cat® equipment dealers, offers a wide range of mining and construction equipment and management solutions.

At WesTrac, we reflect diverse communities, celebrate our people's diversity, and create a culture where employees feel safe to be their authentic selves. We encourage applications from First Nations people, LGBTQIA+ individuals, and those from culturally diverse backgrounds. WORK180 endorsed employer for our commitment to diversity, inclusion, and equality.

Reference Number: 6547