Customer Service Coordinator

Middleby Australia Pty; Sydney; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Full training

Career growth opportunities

Supportive team environment

Healthy work-life balance

Job summary

Middleby Australia is seeking an experienced Customer Service Coordinator to deliver responsive and reliable service to customers, providing administration support and resolving requests via phone and email. You will support the sales team at a global manufacturer supplying the Australian foodservice market.

The role covers scheduling service jobs, processing requests and warranty claims, urgent repairs, and maintaining customer records while coordinating technicians to ensure timely outcomes.

Qualifications

• Previous experience in a Customer Service role.

Responsibilities

• Scheduling service jobs daily, including urgent repairs and maintenance.
• Processing and qualifying service requests and warranty claims.
• Responding to urgent and emergency repairs and high volumes of emails.
• Handling incoming customer calls regarding service issues and resolving them promptly.
• Updating job information and customer details in urgent systems and allocating technicians.
• Providing solutions to customers within the quickest possible timeframes.
• Coordinating with technicians to manage schedules and ensure timely progress.
• Maintaining customer expectations and diffusing difficult situations.
• Providing professional quotations within agreed timeframes.

Skills

Customer service

Time management

Communication

Problem solving

Conflict resolution

Job description

We are looking for an experienced Customer Service Coordinator to provide responsive, accessible and reliable service to customers which includes providing administration support and resolving customer requests through a variety of sources, including phone calls and emails. This role is a vital part of the sales support team as part of a local manufacturer and global corporation providing cutting edge solutions to the Australian food service market.

More specifically in this role you will be:

Scheduling service jobs daily – mix of urgent repairs and scheduled maintenance.

Processing and qualifying of service requests and warranty claims.

Responding to urgent and emergency repairs, responding to high number of emails in a timely manner

Receiving all incoming telephone calls from customers regarding service-related issues and resolving in a timely and professional manner

Updating Mendrhub with job information, updating customer details and allocating technicians

Speaking with customers to provide solutions within the quickest possible timeframes.

Following up technicians to ensure they are running on time and manage their schedule throughout the day.

Customer service, managing customer expectations and diffusing complicated situations.

Providing formalized professional quotations to customers within agreed timeframes

You will have:

Previous experience in a Customer Service role.

Exceptional communication and time management skills.

Ability to work in a time critical environment.

High level attention to detail, process driven.

Ability to communicate with others in a warm and helpful manner while simultaneously building credibility and rapport.

Ability to problem solve and negotiate under pressure and within time limited situation.

High level conflict resolution skills.

What's In It for you?

Be part of a company with a global footprint

Full training and opportunities for career growth

A supportive team environment

A healthy work-life balance

About us

Middleby Australia is one of the world’s leading suppliers of commercial foodservice equipment. Our range includes Goldstein cooking equipment, Eswood ware washers, Pitco fryers, Middleby Marshall pizza ovens plus much more.