Senior Customer Service Coordinator

Coates; City of Salisbury; On-site; AUD 60,000 - 79,000; Full time

Benefits offered by this job

Career development

Flexible working options

Employee discounts

Additional leave

Novated leasing

Parental leave

Volunteering opportunities

Job summary

Coates Edinburgh is seeking a Senior Customer Service Coordinator to support customers on major Portable Buildings projects. You’ll be the primary contact via phone and email, manage a busy portfolio, and assist the Branch Manager with operations and stakeholder relationships.

You will coach team members, handle escalations, and drive customer satisfaction while upholding safety and process standards within the branch.

Qualifications

• Experience in a high-volume customer service, administration or coordination environment.
• Strong communication and relationship-building skills.
• Ability to coach and support team members.

Responsibilities

• Act as the primary contact for customers by phone and email.
• Support customers delivering major Portable Buildings projects.
• Manage a high-volume portfolio of enquiries, hires and project activities.
• Resolve complex customer requests and act as escalation point for branch.
• Build strong relationships with customers and internal stakeholders.
• Prepare quotes, hire agreements, purchase orders and branch docs.
• Coordinate equipment deliveries, transfers and pickups.
• Coach and support Customer Service Coordinators.
• Assist with branch audits, compliance and stocktakes.
• Promote and maintain a Safety First culture.
• Contribute to branch performance and customer satisfaction targets.

Skills

Customer service

Relationship management

Coaching

Multitasking

Communication

Organisational skills

Attention to detail

MS Office

Tools

Microsoft Office

Excel

Outlook

Word

Job description

The next step in your career starts here.

• Permanent, Full-Time I Monday to Friday
• Rotating shifts 7:00am - 3:30pm and 8:30am - 5:00pm
• Career development and progression opportunities

As the Senior Customer Service Coordinator at our Edinburgh branch, you’ll play a key role supporting customers delivering major Portable Buildings projects. As a primary point of contact via phone and email, you’ll manage a high-volume portfolio of work while supporting the Branch Manager and contributing to branch success through exceptional customer service, operational excellence and strong stakeholder relationships.

This is an excellent opportunity for an experienced customer service professional looking to take the next step in their career. You’ll act as an escalation point for complex enquiries, support and coach team members, and help drive positive outcomes for both customers and the branch.

What You’ll Be Doing

• Acting as the primary point of contact for customers via phone and email
• Supporting customers delivering major Portable Buildings projects
• Managing a high-volume portfolio of customer enquiries, hires and project-related activities
• Resolving complex customer requests and acting as an escalation point for branch enquiries
• Building strong relationships with customers and internal stakeholders to deliver outstanding outcomes
• Preparing quotes, hire agreements, purchase orders and branch documentation
• Coordinating equipment deliveries, transfers, changeovers and pickups
• Coaching and supporting Customer Service Coordinators, sharing knowledge and best practice
• Assisting with branch audits, compliance activities and stocktakes
• Promoting and maintaining a strong Safety First culture
• Contributing to branch performance, fleet utilisation and customer satisfaction targets

What You’ll Get In Return

We provide our team with a wide range of perks and benefits, including:

• Development and career progression pathways
• Flexible working options available—let’s discuss what works best for you
• Access to our employee discounts, benefits and wellbeing program
• Purchased additional leave program
• Novated leasing and salary sacrifice
• 12 weeks Paid Parental Leave in addition to government parental leave scheme
• Volunteering opportunities through the Coates Foundation

What You’ll Bring To The Role

• Experience in a high-volume customer service, administration or coordination environment
• Exceptional customer service and relationship management skills
• Strong communication skills, both written and verbal
• The ability to coach, support and share knowledge with others
• Confidence managing customer escalations and resolving issues
• Strong organisational skills and the ability to manage competing priorities
• A proactive, solutions-focused approach
• High attention to detail and administrative capability
• Intermediate Microsoft Office skills (Word, Excel and Outlook)

Looking for more reasons to join Coates?

At Coates, we know that people, organisations and communities thrive when everyone feels valued and included.

We’re proud to be implementing our second Reconciliation Action Plan and are committed to improving gender representation. We also provide opportunities for growth through our leadership and development programs.

But our impact doesn't stop there. Coates supports local and national charities through the Coates Foundation and invests in more sustainable equipment solutions to help create a greener future for all.

Visit careers.coates.com to learn more about our values and opportunities.

Diversity and inclusion are at the heart of our culture. Coates welcomes candidates from all backgrounds, experiences and perspectives to apply.