Customer Service Coordinator

Global Food Equipment; City of Melbourne; On-site; AUD 60,000 - 86,000; Full time

Benefits offered by this job

Competitive pay

Discount program across 700+ retailers

Employee recognition and rewards

Employee Assistance Program (EAP)

Diverse and collaborative workplace

Job summary

Global Facilities Maintenance is seeking a proactive Service Coordinator to link customers with our technical teams and coordinate service jobs across Victoria and Tasmania. You will ensure clear communication, schedule efficiently, and drive a consistently positive customer experience.

Based at our Sunshine West office, you will manage quotes, spare parts procurement, warranties, and asset management while supporting multiple teams to deliver outstanding service.

Qualifications

• Experience in a Service Coordinator role or similar.
• Proficiency in Microsoft Office Suite at an intermediate level.
• Excellent written and verbal communication.
• Ability to work autonomously and as part of a team.
• Detail-oriented with strong time management skills.

Responsibilities

• Assign service jobs to technicians and subcontractors to optimise scheduling.
• Communicate with customers and provide timely updates on job statuses.
• Monitor progress and coordinate with subcontractors, technicians and suppliers.
• Coordinate the use of customer portals and ensure compliance requirements.
• Manage quotes and procurement of spare parts and consumables.
• Oversee warranties and workshop operations for timely equipment returns.
• Coordinate installations, removals and asset management; review timesheets and maintain records.
• Perform ad hoc duties as required.

Skills

Customer service

Coordination

Communication

Time management

Teamwork

Problem solving

Attention to detail

Tools

Microsoft Office

Job description

Bring your exceptional customer service skills to the forefront – connect, coordinate, and support our teams to deliver outstanding customer experiences.

About Us

Global Facilities Maintenance is Australia's premier provider of beverage and food preparation equipment and services. We deliver end-to-end solutions tailored to the needs of various sectors, including supermarkets, meat, bakeries, delicatessens, catering, government, hotels, cafes, bars, pizzerias, quick-serve retail, convenience stores, and food packaging markets.

Why You'll Love Working with Us

At Global Facilities Maintenance, our people are at the heart of everything we do. We believe that when our teams feel supported, valued, and empowered, they deliver exceptional outcomes for our customers. You'll be joining a collaborative support team led by experienced leaders who are committed to helping you succeed while creating an enjoyable and rewarding workplace.

This is an exciting opportunity for a motivated professional to make a genuine impact while building a rewarding career with a growing national business. Our benefits include:

• A competitive remuneration package aligned with your skills and experience.
• Access to exclusive discounts through our Company's benefits program across 700+ retailers, including groceries, fuel, dining, entertainment, and more.
• Employee recognition and rewards program, including service milestones, birthdays, manager nominations, and peer-to-peer recognition.
• Access to our free and confidential Employee Assistance Program, including wellbeing and mental health support.
• The opportunity to be part of a diverse, inclusive, and collaborative workplace where your contribution is valued.

About the Opportunity

Based at our Sunshine West office and supporting our Victoria and Tasmania operations, this role reports to the National Service Manager. It is well suited to someone who thrives in a fast-paced environment, communicates with confidence, and is passionate about delivering exceptional service. Acting as the key link between our customers and technical team, you will ensure clear communication, efficient coordination of service jobs, and a consistently positive customer experience.

What You'll Be Doing

Assign service jobs to technicians and subcontractors, prioritising efficient scheduling to reduce overtime.

Ensure clear and timely communication with customers, providing updates on service job statuses and sharing all relevant information effectively.

Monitor job progress and coordinate with subcontractors, technicians, and suppliers.

Coordinate the use of customer portals and compliance requirements.

Manage quotes and local procurement of spare parts and/or consumables.

Manage warranties and oversee workshop operations for timely equipment returns.

Coordinate installations, removals, and asset management.

Collaborate with team members regarding quotes and spare parts.

Review timesheets, maintain detailed records, and generate reports.

Perform any other ad hoc duties as required.

What We're Looking For

The successful candidate in this role will possess enthusiasm, energy, and a genuine passion for delivering outstanding customer experiences.

Proven experience in a Service Coordinator role or similar.

Proficiency in Microsoft Office Suite at an intermediate level.

A high level of integrity and ethical behaviour.

Exceptional written and verbal communication skills with a high standard of clarity and professionalism.

Familiarity with customer workflows and operational processes.

Have a sound understanding of the metropolitan and regional areas of the state you are scheduling for, to enable effective route management.

Detail-oriented with the ability to follow procedures, identify discrepancies, and resolve them effectively.

Strong time management skills and ability to manage multiple customer demands efficiently.

Ability to work independently and as part of a team.

The ability to inspire and support a team of technicians to achieve excellence.