Order Fulfillment & Customer Service Coordinator

International Game Technology; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

International Game Technology is seeking an Order Fulfillment & Customer Service Coordinator in Sydney. You will be the primary contact for assigned customer accounts, manage end-to-end order fulfilment, and provide proactive updates on status, availability, and delivery schedules.

You will collaborate with Planning, Production, Logistics and Sales to resolve issues, monitor performance against service levels, and drive continuous improvements in processes and customer satisfaction.

Qualifications

Responsibilities

• Act as the primary point of contact for assigned customer accounts.
• Manage the end-to-end order fulfilment process, ensuring orders are processed accurately and delivered in full and on time.
• Provide proactive updates to customers and stakeholders regarding order status, product availability, and delivery schedules.
• Process customer orders, claims, enquiries, and requests efficiently, ensuring accuracy, timely resolution, and a high standard of customer service.
• Investigate and resolve customer order, delivery, and product-related issues, ensuring timely communication and appropriate follow-up.
• Partner closely with Planning, Production, Logistics, Sales, and other internal stakeholders to resolve order-related issues and drive positive outcomes for customers.
• Monitor order fulfilment and customer service performance against agreed service levels and escalate issues where required.
• Identify opportunities to improve processes, systems, and workflows to enhance efficiency, service levels, and customer satisfaction.
• Maintain accurate customer, order, and system records in accordance with company policies and business processes.
• Prepare reports, track operational metrics, and assist with data analysis as required.
• Provide general administrative support to the Operations team, including document management, record keeping, and coordination activities.
• Contribute to continuous improvement initiatives and support the adoption of automation, digital tools, and AI-enabled solutions to enhance productivity and service delivery.
• Undertake other duties and projects as reasonably required to support operational and customer service objectives.

Job description

International Game Technology is seeking an Order Fulfillment & Customer Service Coordinator in Sydney. You will be the primary contact for assigned customer accounts, manage end-to-end order fulfilment, and provide proactive updates on status, availability, and delivery schedules.

You will collaborate with Planning, Production, Logistics and Sales to resolve issues, monitor performance against service levels, and drive continuous improvements in processes and customer satisfaction.