Customer Service Coordinator

Hitachi Global Air Power; Mackay Regional; On-site; AUD 65,000 - 75,000; Full time

Job summary

Hitachi Global Air Power in Mackay is seeking a friendly Customer Service professional to join our team. In this busy role you will administer and schedule our Field Service Technicians, coordinate parts, and keep customers informed about progress.

You'll use SAP or CRM systems, MS Outlook and Excel to manage work orders, quotes, and travel times across Mackay. We value organized, customer-focused people who want a long-term role in a supportive, hands-on environment.

Qualifications

• Minimum of 5 years of experience in a phone-based customer service environment, where you've learnt how to manage customer expectations.
• Great time management and ability to prioritise.
• Experience with SAP or CRM systems would be of benefit, but is not essential.
• Confidence with MS Outlook and Excel.
• Know your way around Mackay to manage travel times.

Responsibilities

• Addressing customer queries and providing support
• Preparing pre-qualification contractor management forms
• Managing technician site access and induction requests if required
• Raising, scheduling, and maintaining work orders in our CRM system
• Providing service quotations to customer requests

Skills

Phone support

Time management

Prioritisation

Tools

SAP

CRM systems

MS Outlook

Excel

Job description

We are a Hitachi Group company, part of a group with 320,000 staff worldwide and world class manufacturing and engineering capability. Across Australia, we have 8 branches and a strong sense of community.

We now have an excellent opportunity in Mackay, for an organised, team orientated and friendly Customer Service professional.

About the role

In this busy role, you will be responsible for the administration and scheduling activity for our Field Service Technicians. You love being part of a cohesive and committed team, where keeping our customers happy within a pacey environment is your preferred way of working.

On a typical day, you will organise service appointments for our Technicians around Mackay liaise with Parts Coordinators to ensure all necessary materials are available, create work orders and keep customers up to date with progress of their job. You'll quickly get to know your customers and have the chance to build long-term relationships.

What will l be doing?

• Addressing customer queries and providing support
• Preparing pre-qualification contractor management forms
• Managing technician site access and induction requests if required
• Raising, scheduling, and maintaining work orders in our CRM system
• Providing service quotations to customer requests

As we are an operational customer focused team, we commence each day together set between 7.30am - 8:00am and finish between 3:30pm - 4:00pm. Following your successful probation, opportunities are available for potential options in flexible working arrangements.

About You

You will be someone who enjoys people contact and prefers to be busy. You take pride in being able to juggle multiple tasks and are looking for a role where you can take charge of your own priorities and get things done.

You must have experience in scheduling or booking customer appointments. Ideally, you will have come from a trades, manufacturing or technical business, however we welcome applicants from other industries who can demonstrate passion for what they do in a busy environment.

To be successful, you'll bring:

• Minimum of 5 years of experience in a phone-based customer service environment, where you've learnt how to manage customer expectations
• Great time management and ability to prioritise
• Experience with SAP or CRM systems would be of benefit, but is not essential
• Confidence with MS Outlook and Excel
• You will know your way around Mackay to the Bowen basin to manage travel times

Why choose us?

There are 3 very good reasons for choosing a career with us.

• Great People - Our people are passionate about what they do and work together collaboratively
• Great Product - We love our product and meeting customer expectations
• Safety Culture - Your safety is our number one priority, every day

We are a busy team that enjoys having a good daily laugh and support each other to be successful.

• We are proud to offer every employee a range of benefits including competitive remuneration, career development and an Employee Assistance program.

If this sounds like you, we look forward to hearing for you.