Customer Care Coordinator


Customer Care Coordinator

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Job Position: Customer Care Coordinator

Company: Tomra

Expected salary:

Location: Coburg North, VIC

Customer Care Coordinator Job Details:

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Company Description

TOMRA Food is a multinational organization and a leading provider of sensor-based sorting, peeling and integrated post-harvest solution for the food industries. Transforming global food production to maximize food safety and minimize food loss by making sure Every Resource Counts™, has been our strength for over 50 years.

At TOMRA, we want people to innovate, show passion in their work and be responsible. We encourage the freedom to innovate and take risks that result in breakthroughs that challenge the status quo. We value passion that focuses and commits to meeting success. We believe in a responsible and safe mindset that takes care of our customers, products, and fellow employees.

Job Description

Position Overview

It’s all about our customers. The purpose of this position is to develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. The Service Coordinator is expected to be team-oriented and possess strong communication, computer and problem-solving skills. Responsibilities include handling all customer service and parts requests that are received through both telephone and email.

Roles and Responsibilities:

Customer Care

  • Manage and process customer Enquires, quotes and spare parts orders.
  • Create cases and work orders for all Field Service Representative (FSE) work.
  • Initiate follow-up calls with FSEs and customers for any work order discrepancies.
  • Coordinate Customer service visits and liaise with the customers and FSE on (service visits, new projects, upgrades, other service-related visits).
  • Process and submit estimates (quotes) to customers for all service work as required.
  • Support Field Service Engineer – Team Lead in managing resource utilization and capacity planning.

Parts Support

  • Timely response to quotations, technical enquiries, and requests for information.
  • Expedite customer orders to ensure on time delivery and customer satisfaction.
  • Ordering stock for customer spare parts orders, with internal and external suppliers, manage receipting into system.
  • Picking and packing and arrange shipping of spare parts orders.
  • Create work orders for service requests ensure we have purchase orders for all service visits.
  • Create RMA and manage return process for warranty and repair orders, including external supplier repairs.

Administration & Organisation

  • Complete administrative tasks in an accurate and timely manner.
  • Observe and comply with Tomra’s code of conduct.
  • Positively and actively support effective communication, encourage, and provide constructive feedback.
  • Support the overall organisational vision, values, and culture.
  • Provide weekly report of assigned KPI /SLA metrics.
  • Work with other departments within Tomra to facilitate on-time delivery and customer satisfaction.
  • Daily review of open work orders on regional dashboard.
  • Book business travel arrangements for FSEs and other Tomra employees as required.
  • Follow-up on maintenance contracts that are expiring within 90 days of renewal.

Safety and Quality

  • Promote a “Safety first” culture throughout the company, our customers, and our industry.
  • Ensure adherence to safety and quality across all facets of our operation and customer delivery
  • Ensure the team works within agreed operating models, and ensure all decisions are made within agreed authority limits.
  • Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
  • Identify, implement and embed any Excellence initiatives to improve quality, performance and efficiency of the team to facilitate outstanding customer experience

Qualifications

Leading Self

  • Quality and Accuracy: Ensures quality of work and always adheres to company standards.
  • Customer Focus: Recognises and ensures that high quality service is always delivered to the customers (both internal and external).
  • Attitude, Work Ethic and Teamwork: Works as an effective member of the team towards achieving the team goals and always demonstrates an appropriate work ethic.
  • Initiative and Problem Solving: Demonstrates appropriate levels of initiative by thinking outside the box and providing appropriate suggestions for implementing changes as appropriate.
  • Time Management/ Flexibility and Multitasking: Manages workloads within appropriate timescales, making use of available tools and resources.
  • Professionalism: Always behaves in a professional and ethical manner. Reflecting the appropriate company image.
  • Communication: Demonstrates effective written and oral communication both with internal and external customers.
  • Ownership: Always takes appropriate level of ownership for tasks and delivery.

Experience:

  • 1-3 years‘ experience in a similar role
  • Education/background:
  • Associate degree strongly preferred; equivalent experience will be considered.

Other skills/abilities:

  • Strong organizational and time management skills.
  • Computer skills are crucial, including MS Office suite.
  • Prior knowledge and experience with IFS and D365 are a plus.
  • Fluent in English – oral & written, other languages are a plus.

Additional Information

  • Birthday leave – have a day off on us!
  • Hybrid working – 4 days in the office and 1 day at home
  • Kiwisaver employer contribution paid on top of base salary
  • Professional training and development: We are passionate about people and seeing them succeed
  • Onsite car parking
  • You may also know us as the award-winning kiwi success story COMPAC or BBC, we strive for greatness and that is reflected from our history and into our future as TOMRA
  • Global career opportunities with a strong record for promoting internally
  • We care for the planet and want to make a difference for the future

How to Apply?

If you believe you’re a great fit for the role of Customer Care Coordinator Apply Now!

Also, Check out More Customer Care Coordinator Vacancies in Australia.

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