Customer Service / Field Service Co-ordinator

Midac Australia Pty Ltd; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

Midac Australia Pty Ltd – Smeaton Grange NSW is seeking a Customer Service / Field Service Co-ordinator to support the Customer Service and Field Service Teams. You will respond to enquiries, process orders, invoices and quotes, and schedule labour for maintenance and installations while coordinating technicians and partners to deliver responsive service.

You will maintain service records, generate reports and work with multiple departments to keep costs down while ensuring high customer

Qualifications

• A genuine desire to provide customer service excellence.
• Excellent written and verbal communication to enhance relationships.
• Process and detail oriented with strong organisational skills.
• Advanced people skills, listening, flexibility and patience.
• Ability to work well in a team while using initiative independently when required.
• Excellent time management and prioritisation abilities.
• Proficiency with Windows and Microsoft Office (Word, Excel, Outlook).
• Customer Service / Business Administration Qualification and willingness to travel interstate.

Responsibilities

• Respond to customer enquiries by phone, fax and email in a timely, efficient manner.
• Process customer orders, invoices, credit notes, including quoting and costing service jobs.
• Ensure paperwork is processed promptly and accurately.
• Resolve customer disputes promptly, escalating when needed.
• Generate packing slips and invoices for dispatched goods.
• Coordinate workload across service technicians and partners to optimise costs.
• Schedule labour for preventative maintenance and installations.
• Generate daily/weekly/monthly reports on orders, delivery status and service.
• Collaborate with other departments to keep freight and costs to a minimum while maintaining service.
• Maintain service register with incoming calls and data integrity.

Skills

Customer service

Communication skills

Time management

Teamwork

Problem solving

Education

Customer Service / Business Administration Qualification

Tools

Windows OS

Microsoft Office

Excel

Outlook

Job description

Customer Service / Field Service Co-ordinator

Midac Australia Pty Ltd – Smeaton Grange NSW

Effectively contribute to the Customer Service and Field Service Teams to achieve Customer Service Excellence. Assist Midac Australia in maximising its return on investment to its full potential through the Motive Power, sales and service divisions. Maximise internal/external customer satisfaction in line with expectations together with Midac Australia's high standards and requirements.

Key responsibilities

• Respond to customer enquiries by phone, fax and email in a timely, efficient manner
• Process all customer orders, invoices, credit notes, in line with customer requirements including quoting and costing service jobs
• Ensure all paperwork is processed in a timely manner
• Ensure any customer disputes are resolved in a timely manner taking initiative to escape any issues that may need to be dealt with at a higher level
• Generate appropriate packing slip/invoice as per customer requirements to accompany goods for dispatch
• Coordinate the work load across the service technicians and service partners to ensure maximum customer service in line with realistic cost effective expectations
• Schedule labour for preventative maintenance and installations
• Generate daily, weekly and monthly reports on order and delivery status, back orders and service
• Work cross functionally with other departments to ensure costs, eg freight are kept to a minimum whilst maintaining superior customer service
• Maintain service register with incoming calls, update relevant data base or battery system audit forms

About you

• A genuine desire to provide customer service excellence
• Excellent communication skills both written and verbal in an effort to enhance internal/external customer relationships
• Process and detail oriented
• Advanced people skills, listening, flexibility and patience
• The ability to work well within a team environment, whilst maintaining the initiative to work autonomously when required
• Excellent time management skills with the ability to prioritise effectively
• Computer Skills Training, Windows, Microsoft Office (Word, Excel, Outlook)
• Customer Service / Business Administration Qualification
• Flexibility to rotate position from sales to service as required
• Ability to travel interstate when required with a view to build customer relationships