About Us
Rheem is a global manufacturer of heating, cooling and water heating equipment, we're innovating new ways to deliver a great customer experience while saving energy, water and supporting a more sustainable future.
Why work for us
* Work with an iconic Australian brand & market leader
* Subsidised Canteen & Free on-site parking at our Rydalmere office
* Great team environment
* Flexible hybrid working arrangements once trained
* Discounts on our products for you, your friends and family
* Retail benefits and discounts
* Salary sacrificing options
The role
We're looking for a proactive and detail driven Customer Service Administrator Coordinator to support our National Customer Service team. In this role, you'll handle customer escalations, warranty claims, pricing disputes and service contract administration — all while helping us deliver the exceptional service our customers expect.
About The Role
As part of our Enquiry Support Team, you'll coordinate the behind the scenes processes that ensure smooth and timely resolution for customers, service agents and internal stakeholders.
No two days will look the same. You'll be assisting with escalations, preparing formal responses, processing claims, completing reporting, and identifying improvement opportunities to enhance customer experience.
Key Responsibilities
* Manage and coordinate customer escalations through to resolution
* Communicate with customers to acknowledge enquiries and provide updates
* Liaise with Service Managers/Supervisors for investigation and response sign‐off
* Process warranty claims from third party service agents
* Manage merchant pricing claims (damaged goods, incorrect pricing, returns)
* Establish and schedule Service Maintenance Contracts
* Support updates to Customer Service SOPs and work instructions
* Produce daily and monthly reports on complaints and warranty volumes
* Complete monthly accruals for warranty and service expenses
* Maintain accurate customer records and documentation
* Identify and contribute to process improvements
About You
To be successful in this role you will have;
* Experience in customer service, complaints or resolutions
* Strong background in dispute handling with both internal and external stakeholders
* Experience using SAP (preferred)
* Proficiency with Microsoft Office
* Understanding of Consumer Law and warranties
* Experience dealing with Fair Trading (highly regarded)
* Professional, empathetic and customer focused communication style
* Strong attention to detail and a continuous improvement mindset
* Ability to work collaboratively in a fast paced team environment
APPLY NOW.
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