Service and Customer Operations Coordinator

Evident Australia Pty Ltd; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Evident Australia Pty Ltd is seeking a Service and Customer Operations Coordinator in Sydney CBD NSW to provide operational support across Customer Care, Order Management and Service Administration.

The role acts as a main contact for customers, distributors, and internal teams, ensuring accurate processing of inquiries, orders, service requests and contracts while delivering a seamless customer experience.

Qualifications

• Bachelor's degree required.
• 5–8 years in customer service or service administration.
• Experience supporting Service, Commercial or Customer Operations teams preferred.
• Strong SAP and Salesforce (SFDC) usage for order processing.

Responsibilities

• Respond to general email enquiries from external and internal stakeholders.
• Attend and respond to incoming customer and internal stakeholder phone calls.
• Process and administer customer sales orders in SAP with accuracy.
• Monitor orders through order-to-cash and communicate updates to customers and stakeholders.
• Coordinate service requests, repair orders and service jobs in SAP/SFDC.
• Create/ renew service contracts in SAP and maintain data accuracy.
• Prepare routine operational reports for management and stakeholders.

Skills

Customer service

Stakeholder management

SAP experience

SFDC experience

Communication skills

Education

Bachelor's degree

Tools

SAP

Salesforce

Job description

Service and Customer Operations Coordinator

Evident Australia Pty Ltd – Sydney CBD NSW

The primary purpose of the Service & Customer Operations Coordinator is responsible for delivering operational support across Customer Care, Order Management and Service Administration activities. The role serves as a key contact point for customers, distributors and internal stakeholders, ensuring efficient processing of customer enquiries, orders, service requests and contracts while supporting the delivery of a seamless customer experience.

The position acts as a critical link between customers, Commercial, Service and Supply chain teams to ensure accurate transaction processing, timely communication and effective execution of service and order management processes.

In addition, you will:

Key Responsibilities

Customer Care & Order Management

Respond to general email enquiries from external and internal stakeholders

Attend and respond to incoming customer and internal stakeholder phone calls

Serve as a key point of contact for customer enquiries relating to orders, deliveries, documentation

Process and administer customer sales orders in SAP, ensuring accuracy and completeness

Monitor orders through the order-to-cash process and proactively communicate updates to customers and internal stakeholders

Follow up on order-related issues and coordinate resolution with Commercial, Supply Chain and Finance teams.

Support invoicing activities and customer documentation requirements

Master Data creations and management

Escalate customer issues as required

Service Operations Administration

Collaborate closely with Field Service Engineers and Service Management to ensure smooth delivery of service administration activities.

Manage and process service requests, repair orders and service jobs within SFDC and SAP

Schedule, assign and monitor field service activities

Perform data entry and processing of completed service reports and service repair quotations

Follow up on Purchase orders and invoicing of service and repairs

Service Contract Management

Create, renew and administer Service Contracts in SAP

Support the preparation of new contract proposals following warranty expiry

Create and maintain preventative maintenance schedules

Coordinate ordering of parts required for preventive maintenance and contract obligations.

Maintain equipment install base records and service contract data across the region to ensure data accuracy and completeness

Reporting & Team Support

Prepare routine and ad hoc operational reports for management and internal stakeholders

Support data accuracy reviews and administrative process improvement projects

Serve as a backup for colleagues across the APAC Customer Care and Service Operations team as required

Participate in projects, system enhancements, testing activities and process improvement initiatives as required

What we are looking for:

You will contribute to company's success by offering a proactive, results driven and customer-focused approach. Additionally, we are seeking candidates with the following qualifications:

Bachelor's degree in any discipline

5-8 years of professional experience in a customer service or service administration role

Experience with supporting Service, Commercial or Customer Operations teams preferred

Proven ability to partner with Commercial and Service team to drive results

Demonstrated experience using SAP and Salesforce for sales and service order processing.

Experience working with stakeholders in multiple countries and cultures in APAC environment is advantageous.

Skills / Core Competencies

Demonstrated high-level customer service and stakeholder management skills

Excellent written, verbal and telephone communication skills

Strong process orientation with proficiency & competence in integrated ERP systems (SAP experience required, SFDC experience preferred)

Solid understanding of customer care, order management and service administration processes.

Technical aptitude and ability to understand the application and use of Evident products and solutions.

Strong planning, scheduling, prioritization and time management capabilities.

Strong attention to detail and commitment to data accuracy.

Ability to manage multiple tasks and competing priorities in a fast-paced environment.

Personal Attributes

Strong organisational skills with demonstrated ability to manage time and workload independently

High attention to detail and commitment to quality.

Professional & pleasant telephone manner

Self-motivated and capable of working autonomously.

Strong interpersonal skills with the ability to build effective working relationships across functions.

Collaborative team player with a proactive mindset.

About EVIDENT:

For over 100 years as Olympus, we set the industry standard for optical precision in microscopy, helping the world see what was once out of view. Today, as Evident, we continue to help scientists, physicians, and engineers illuminate the unseen with advanced imaging solutions that combine renowned optics with cutting-edge digital innovation.

Our life science portfolio supports research, clinical diagnostics, and education, offering a comprehensive range of imaging methods from essential brightfield and darkfield microscopy to advanced fluorescence, 4D analysis, and digital pathology. In industrial microscopy, we deliver precision and flexibility through laser scanning, digital, and semiconductor microscopes designed for tasks ranging from routine inspection to intricate quality control and manufacturing analysis.

Whether advancing new therapies, ensuring product integrity, or exploring the unknown, Evident is defining a new era of discovery with easy-to-use tools that help unlock hidden answers and empower exciting new breakthroughs.

Evident is headquartered in Tokyo and supported by R&D and manufacturing centers in Japan, the United States, Germany, and China, with operations and dedicated sales and service centers around the world. For more information, visit EvidentScientific.com.