Customer Retention Coordinator

Supagas; Logan City; On-site; AUD 55,000 - 65,000; Full time

Benefits offered by this job

Permanent, Full Time

Competitive Salary Package

Employee Reward & Discount Program

Employee Assistance Program and Well‑B

Job summary

Supagas is seeking a customer-centric professional to promote the "Yes We Can" attitude and professionally represent Supagas from our Loganholme office. You will manage day-to-day customer interactions, handle the de-hire process, and support Account Managers by identifying potential lost customers and enabling effective save strategies.

This permanent, full-time role is based at our Loganholme, QLD office and requires strong communication, organisational, and problem-solving skills to maintain

Qualifications

• Experience with customer accounts, retention or sales support is advantageous.
• Excellent interpersonal and communication skills required.
• Ability to manage competing priorities and meet deadlines.

Responsibilities

• Manage day-to-day reactive tasks with timely completion and prioritisation.
• Check and action daily de-hire reports and liaise with Account Managers for follow-up.
• Maintain follow-up until resolutions are achieved.
• Resolve escalated price queries and track outcomes to completion.
• Update reactive tracking spreadsheets and records.
• Conduct regular meetings with Account Managers to discuss outstanding reactives.
• Update customer accounts with liaison information across departments.
• Foster relationships with Sales, Logistics, Administration, Maintenance and Technical teams.

Skills

Customer service

Communication

Relationship building

Time management

Negotiation

Problem solving

Tools

CRM software

Record keeping software

Job description

About The Company

Supagas is a fast-growing national, leading supplier of cylinder gases such as LPG, Industrial Gases, Hospitality Gases and Helium. We are rapidly building a reputation for growth and success based on an exceptional \"YES WE CAN\" customer service offering and quality products in the highly competitive market.

Introduction

Supagas is a fast-growing national, leading supplier of cylinder gases such as LPG, Industrial Gases, Hospitality Gases and Helium. We are rapidly building a reputation for growth and success based on an exceptional \"YES WE CAN\" customer service offering and quality products in the highly competitive market.

Description

About The Role

The primary purpose of this role is to promote and foster the “Yes We Can” attitude with customers, while professionally representing Supagas.

You will be responsible for efficient management of customers, handling the de-hire process, and supporting Account Managers by identifying potential lost customers and facilitating effective save strategies. This role is permanent, full-time and will be based at our Loganholme, QLD office.

Duties & Responsibilities

• Manage day-to-day reactive tasks, ensuring timely completion and customer prioritisation
• Check and action daily de-hire reports and investigate potential lost customers and liaise with Account Managers to ensure required follow-up
• Maintain ongoing follow-up until resolutions are achieved
• Manage and resolve escalated price queries, tracking outcomes to completion
• Regularly maintain and update reactive tracking spreadsheets
• Conduct regular meetings with Account Managers to discuss outstanding reactives
• Update customer accounts with all relevant internal and external liaison information
• Foster strong relationships with other departments including Sales, Logistics, Administration, Maintenance, Technical
• Monitor and report on market trends and movements
• Strong customer service skills with a proactive and positive attitude
• Excellent communication and relationship-building skills
• Ability to manage competing priorities and meet deadlines
• Strong organisational, negotiating and problem-solving abilities
• Experience working with customer accounts, retention, or sales support is advantageous
• Proficiency in computer systems and record keeping
• The successful candidate will be required to attend a pre-employment medical examination.

Preferred Skills

• Exceptional interpersonal and communication skills, with the ability to establish rapport and credibility with customers and work colleagues.
• Tenacity and resilience to cope with rejection whilst persisting to achieve the best possible outcome.
• Passion for customer success and a results-driven attitude.
• Professionally presented and well spoken

Benefits

• Permanent, Full Time
• Competitive Salary Package
• Excellent Employee Reward & Discount Program
• Employee Assistance Program and Wellbeing Initiatives
• Career Development Opportunities
• Friendly and Supportive Team Environment
• Work for an Essential Service - financial stability and job security

Most importantly at Supagas we value attitude above all else. We are looking for the next team player to embody the 'Yes We Can' ethos!