Customer Coordinator

Description:

At WesTrac, we're made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you've always wanted. More development opportunities, with WesTrac's own in house RTO - 50737, access to your own guided learning platform and a range of pathways to help you steer your career in the direction of your dreams. More diversity, with over 4,000 team members with a tonne of differences, united by our passion for building a better tomorrow. As an industry leader and employer of choice, we're Made for More.
About the role
We are seeking a driven Customer Coordinator to join our Component Rebuild Centre located at our Tomago Branch.
Reporting to the Service Support Supervisor - Component Rebuild Centre, the Customer Coordinator acts as the single point of contact between the customer and the CRC workshop whilst repair/rebuild of customer component is being completed. The role is accountable for ensuring an exceptional customer experience, through providing effective communication and advice.
The role is responsible for managing WIP to ensure jobs are completed within agreed timeframe and to approved scope of work/budget. The role will coordinate customer component repairs from time of arrival on site through to work completion and invoice.
Paramount to the functionality of this position is the requirement to ensure that the maintenance costs and customer needs are investigated thoroughly, and the solutions offered add value to both the customer and WesTrac, thereby ensuring customer relationship longevity.
This position is offered as a permanent full-time position working Monday to Friday, 40 hours per week.
Key Responsibilities

• Establish and maintain effective customer relationships, acting as the single point of contact for the customer whilst work is being completed.
• Coordinate quotes for revised work scope and ensure customer approval is obtained prior to the commencement of any work or variations to scope of work as per WesTrac policy.
• Provide repair and service solutions/options in consultation with the workshop and/or Sales team.
• Communicate and inform customers regarding job progress and expected completion times / dates.
• Work order management and reconciliation including adjustments of work orders to align with quote.
• Investigate and resolve disputed invoices.
• Submission of approval requests for internal cost allocation.
• Liaise with other internal departments to ensure customer expectations are met and/or exceeded.
• Ensure all work orders are invoiced and processed in accordance with relevant WesTrac policies and procedures.
• Provide weekly reports to provide insight on outstanding WIP and accurately forecast month end sales.
• Effectively maintain Warranty Claim Process.
• Development and distribution of regular Customer WIP reports.

Skills & Experience

• Demonstrated highly developed customer service skills with an understanding as to the importance of effective Customer Management.
• Excellent communication skills - Interpersonal, written and verbal.
• Intermediate computer literacy skills (including Microsoft Office and DBS)
• Excellent organisational skills with the ability to successfully manage fluctuating workloads and prioritise accordingly.
• Demonstrated analytical, problem solving and negotiation skills to enable effective resolution of issues within the workplace and/or customer disputes.
• Ability to work successfully within a team and autonomously.
• Previous exposure to maintenance agreements, contracts and invoicing processes.

Why Join WesTrac?
As one of the World's leading Caterpillar dealers, WesTrac services a broad range of customers across NSW, ACT & WA. Our ongoing success is attributed to the individuals that make up our teams, which is why we offer a competitive benefits package and pride ourselves on our Safe, Engaged and Customer Focused Culture. As a WesTrac team member you will receive:

• Job security and serious potential for advancement
• Refer a friend program - work alongside your mates and receive up to $3000!
• Annual Remuneration and performance review
• Fitness Passport for the whole family
• Flexible work arrangements
• Income protection with 24/7 coverage
• 12 weeks paid parental leave
• Online Learning Library to support your continued development
• Salary Packaging + Novated leases
• Discounts with Blackwood's, Apple, JB Hi-Fi, Qantas, Travel Club and more
• Employment Assistance Program (EAP) - This is available for you and your family
• Ability to purchase additional annual leave

Apply Now
If you believe you have the skills and experience to succeed in this role, please submit your resume for consideration via the link.
For further information regarding this role, please contact NSW Recruitment on 1300 797 028.
Successful applicants will be required to complete a satisfactory National Criminal History Check as part of the recruitment process.
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At WesTrac, our primary focus is our people. As we look to the future, we're focused on harnessing the best talent and providing them with the support they need to achieve success.
WesTrac is a member of the Diversity Council of Australia and recognises the value of and strongly support the principles of equal employment opportunities in the workplace, and we are committed to achieving a diverse and engaged workforce. We are an equal opportunity employer and encourage applications from female, Aboriginal and Torres Strait Island candidates.
WesTrac is an endorsed employer for women via WORK180 - who have reviewed our policies, processes, and initiatives to certify that we are an organisation that supports diversity, inclusion and equality.