Customer Service Officer

Embodied Recruitment; Brisbane; On-site; AUD 55,000 - 65,000; Full time

Job summary

Embodied Recruitment is seeking a Customer Service Officer for a leading heavy vehicle workshop equipment provider in Brisbane. You will coordinate bookings, service requests and field technician schedules to ensure smooth day-to-day operations.

Reporting to the Customer Service and Warehouse Manager, you will stay closely connected with technicians, customers and parts suppliers, prepare quotes, and help drive service SLAs while delivering outstanding customer experiences.

Qualifications

• Experience in coordinating service field operations.
• Strong organisational skills and attention to detail.
• Ability to liaise with customers and technicians.

Responsibilities

• Handle all inbound enquiries, orders and service requests from customers.
• Update customers on progress of bookings for preventive, warranty and urgent service repairs.
• Plan and manage daily/weekly service technicians schedules and routes.
• Ensure effective route planning and cluster jobs to maximise output.
• Coordinate regional trips for service technicians including travel and parts availability.
• Identify gaps in daily activities and proactively book servicing.
• Build strong relationships with service technicians and customers.
• Communicate daily with technicians to confirm jobs and allocation of parts.
• Prepare quotes and track performance relating to service level agreements.
• Check parts availability for scheduled jobs and coordinate to site.
• Maintain strong relationships with customers, internal and external stakeholders.

Job description

As the largest provider of heavy vehicle workshop equipment, this organisation specialises in delivering high-end products and end-to-end workshop fit-out solutions.

Due to their strong leadership team, and dedication to their staff and customers, this company continues to expand their market share nationally and internationally and is seeking a Customer Service Officer to enhance the end-to-end customer experience whilst being part of a fast paced and focused team.

Reporting to the Customer Service and Warehouse Manager, this role is pivotal in the coordination and administrative support for customer relations and providing support to the field service technicians and service department.

Duties will include:

• Handle all inbound enquires, orders and service requests from customers
• Update customers on the progress of bookings of preventative, warranty and urgent service repairs
• Plan and manage the daily and weekly service technicians schedules and routes
• Ensure effective route planning and cluster jobs to maximise output
• Coordinate regional trips for service technicians including travel, site clearances and availability of parts
• Identify gaps in the daily activities for the service technicians and proactively contact customers to book in servicing
• Build strong relationships with the service technicians being the go-to person for your region
• Daily communication with service technicians to confirm jobs, routes and allocation of parts
• Prepare quotes and track performance relating to service level agreements
• Check parts availability for scheduled jobs and assist with coordination to site
• Build strong relationships with customers, internal and external stake holders

If you enjoy variety and ensuring the customer experience is of the highest level, this role will offer you an opportunity to shine.

You will be welcomed into a friendly team where you will be given high level training, ongoing support and professional development.