Customer Service Senior Analyst

Vertiv Co; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Vertiv Co is seeking a Customer Service Project Coordinator to join our Sydney team. You will work with Sales partners to create and manage orders, handle changes, and communicate with customers and stakeholders, controlling the workflow from quote to paid invoice.

You will coordinate with planning, operations, and supply chain to meet production dates and inventory needs, while ensuring accurate invoicing and compliance with policies. A Bachelor's degree and Oracle ERP familiarity are preferred.

Qualifications

• Minimum of 3 years of customer service experience.
• Excellent customer service skills and professional communication.
• Excellent organizational, analytical, and interpersonal skills.
• Detail-oriented and proficient in MS Office.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Coordinate with planning to schedule production dates and update customers.
• Communicate order status, changes, and issues to customers and partners.
• Proactively manage customer needs and resolve problems.
• Ensure invoices are issued correctly and align with orders.
• Collaborate with Operations and Supply Chain to meet demands.
• Contribute to process improvements via Vertiv Operating System.
• Support Sales Offices and manage project close processes.
• Oversee project financial closeout and reconcile invoices/purchase orders.
• Supervise current projects and maintain project-related paperwork.
• Assist with internal and external audit requests.

Skills

Customer service

Communication

Organization

Interpersonal skills

MS Office

Multi-tasking

Education

Bachelor's degree in Business or related field

Tools

Oracle ERP

Job description

Brief Job Description:

The Customer Service Project Coordinator will work with Sales partners to create and manage orders, manage order changes, provide communication to customers and stakeholders, and manage invoice generation. From the time a sales quote becomes an order, until the invoice is approved and paid by the customer, the Customer Service Project Coordinator is responsible for the workflow.

Responsibilities:

• Coordination with the planning team to schedule production dates.
• Communication with customers and process partners regarding order status, changes to schedule or issues to resolve.
• Proactive management of customer needs through communication and problem resolution.
• Utilizes problem solving skills to manage customer orders and ensure applicable policies are followed, terms and conditions are met, escalations are resolved, and invoices are correctly issued.
• Coordinates with Operations Management and Supply Chain to meet customer demands against inventory and production schedules. Ensures accuracy and execution of special-order requirements cross-functionally to satisfy customer needs.
• Participates and gives input in process improvement activities utilizing the Vertiv Operating System
• Completes tasks as assigned to support Sales Offices
• Manages periodic close process ensuring all client milestone invoices and project costs are posted or accrued if work is in place and of material value.
• Manages project financial closeout along with project team. Ensure that invoices match purchase orders and change orders.
• Supervises current projects and coordinate with team members to keep workflow on track.
• Manage project-related paperwork by ensuring all necessary materials are current, properly filed and stored.
• Assist with all internal and external audit requests

Requirements:

• Minimum Job Qualifications:
• Minimum of 3 years of customer service experience
• Excellent customer service skills
• Professional communication skills, both written and verbal
• Excellent organizational, analytical, and interpersonal skills
• Detail-oriented
• MS Office proficient
• Ability to work and multi-task in a fast-paced environment

Preferred Qualifications:

• Previous customer service or technical experience
• Oracle ERP experience desired
• Bilingual is a plus - English/Spanish

Education And Certifications:

• Bachelor’s Degree required, with Business or related field preferred.

Physical Requirements:

• No Special Physical Requirements

Environmental Demands:

• N/A

Travel Time Required:

• N/A