Order Fulfillment Rep II

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

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At IGT, we're building a culture where people Innovate with Purpose, Compete Intensely & Win, Lead with Heart, Make It Matter, and Create Value. Grow your career while helping shape what's next.

Build what's next at IGT.

As the Order Fulfillment & Customer Service Coordinator, you will:

• Act as the primary point of contact for assigned customer accounts, building strong and trusted relationships.
• 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.

At IGT, our greatest competitive advantage is our people. We take ownership, work with urgency, act with integrity, stay curious, and create value for our customers and each other. Join us and help shape what's next.

IGT is committed to fostering a diverse, equitable, and inclusive workplace that reflects the global communities and customers we serve. We strive to create an environment where all employees feel valued, respected, and empowered.

IGT is an equal opportunity employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion or belief, sex, sexual orientation, gender identity, age, national origin, disability, or any other characteristic protected by applicable law. This commitment applies to all employment practices, including recruitment, hiring, promotion, compensation, benefits, training, and termination.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.