Customer Service Coordinator

Tom Stoddart; City of Brisbane; On-site; AUD 65,000 - 80,000; Full time

Job summary

Stoddart, a Brisbane-based metal fabrication company, is seeking a Customer Service Coordinator to manage service requests and spare parts, liaise with customers and Accounts Receivable, and ensure smooth post-service processes. The role requires strong written and verbal communication and a solid product knowledge base.

You will schedule technicians (including subcontractors), raise service calls, provide basic technical guidance, resolve complaints and follow up with customers and technicians

Qualifications

• Skilled at timetabling.
• Skilled at negotiating difficult conversations.
• Ability to develop product knowledge over time.
• Ability to manage customer expectations using de-escalation strategies.
• Ability to demonstrate enhanced written and verbal communication skills.
• Ability to read and comprehend documents of a technical nature at an appropriate level.
• Ability to competently manage priorities in a busy work environment.
• Desirable: Previous experience working in customer service.

Responsibilities

• Receive and action general enquiries, and requests for service or spare parts by phone or email.
• Provide basic technical advice and documents to customers.
• Deal with customer complaints.
• Conduct post service follow-up with customer.
• Raise and manage service calls.
• Schedule technicians including subcontractors.
• Conduct post service follow-up with technician.
• Raise invoices and forward to Accounts Receivable.
• Process credit card payments, raise credits and recharge invoices.

Skills

Timetabling

Negotiation

Product knowledge

De-escalation

Written & verbal communication

Technical document reading

Prioritization

Job description

Established in 1959, Stoddart has been synonymous with stainless steel, steel and aluminium metal fabrication for over 60years. We operate out of a state-of the-art facility in the southern suburbs of Brisbane, with an additional network of sales offices and warehouses in Sydney, Melbourne and Perth. Throughout its evolution, Stoddart has proudly continued to remain a 100% Australian-owned family business.

Customer Service Coordinators administer the servicing and repair of customer's foodservice equipment. The role requires skill in dealing with customers in differing circumstances. Coordinators require a broad product and parts knowledge and must possess enhanced written and verbal communication skills. In circumstances where the decision-making process has been delegated to the coordinator, they must be capable of exercising sound judgement and have the ability to draw on a variety of problem-solving strategies.

More specifically your duties will include the following:

Receive and action general enquiries, and requests for service or spare parts by phone or email

Provide basic technical advice and documents to customers

Deal with customer complaints

Conduct post service follow-up with customer

Raise and manage service calls

Schedule technicians including subcontractors

Conduct post service follow-up with technician

Raise invoices and forward to Accounts Receivable.

Process credit card payments, raise credits and recharge invoices

In determining suitability for the role, the following criteria are considered essential:

Skilled at timetabling

Skilled at negotiating difficult conversations

Ability to develop product knowledge over time

Ability to manage customer expectations using de-escalation strategies

Ability to demonstrate enhanced written and verbal communication skills

Ability to read and comprehend documents of a technical nature at an appropriate level

Ability to competently manage priorities in a busy work environment

The following criteria are considered desirable:

Previous experience working in customer service