Customer Experience & Service Coordinator

WesTrac; Western Australia; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Parental Leave

Novated Leasing

Discounts on Coles/Petbarn/Virgin/Hoyt

Health & Wellness benefits

Training & Career progression

Employee referral bonus up to $5000

Defence Force Reserves Leave

Share Purchase Plan

Job summary

WesTrac is seeking a Customer Coordinator for our Perth Branch, reporting to the Customer Service Delivery Supervisor. The role combines customer engagement with operational support to ensure efficient service delivery and positive outcomes, working with the Workshop teams.

You will evaluate customer requirements, prepare quotes, manage orders and invoicing, maintain records in systems like DBS, SAP, and Concur, and handle warranty claims in line with Caterpillar guidelines.

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 tailor service and repair scopes, coordinating with quoting.
• Create and review work orders and work packs against customer purchase orders.
• Manage customer agreements, proforma invoices, invoicing, and claims.
• 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 and identify improvement opportunities.
• Create and manage warranty claims per Caterpillar guidelines.

Skills

Workshop experience

Customer stakeholder mgmt

Organisation & planning

Warranty process & claims

ServiceLink/DBS/similar systems

Mechanical aptitude or trade

Tools

DBS

Concur

SAP

CWS

IDS

Foundry

SIS

Job description

WesTrac is seeking a Customer Coordinator for our Perth Branch, reporting to the Customer Service Delivery Supervisor. The role combines customer engagement with operational support to ensure efficient service delivery and positive outcomes, working with the Workshop teams.

You will evaluate customer requirements, prepare quotes, manage orders and invoicing, maintain records in systems like DBS, SAP, and Concur, and handle warranty claims in line with Caterpillar guidelines.