Role Title : Customer Service Coordinator
Reports To : Supply Chain Manager ANZ
Business Unit : Supply Chain
Sub Business Unit : Customer Service Warehousing and Logistics
Location : Adelaide
Division Overview
The Customer Service Coordinator is responsible for the timely, accurate and cost‑effective fulfilment of customer demand and associated materials management. They are the key support function to the commercial team helping to ensure customer satisfaction and drive business growth.
Role Purpose
Located in our Adelaide Head Office the Customer Service Coordinator is responsible for the delivery of excellent customer service to all external and internal customers. Working as part of the wider Supply Chain team and utilising Global Business Services (GBS) the Customer Service Coordinator manages order entry, execution, invoicing and re‑work, customer and material master data, call centre activities as well as logistics and wider business support.
Key Working Relationships
Internal Personnel
* Procurement and Planning
* Warehousing and Logistics
* Commercial
* Global Business Services (GBS)
External
* Customers
* Third Party Logistics Providers
Role Accountabilities
Customer Order Fulfilment
* Coordination (utilising GBS) of order entry, availability checking, delivery and invoicing
* System price maintenance and verifications
* Re‑work activity credits, debits, returns
* Maintenance of key master data
Call Centre / Customer Support
* Answering queries and addressing complaints from internal and external customers
* Management of customer relationships
* Maintenance of customer interaction database
* General business inquiries
Logistics Support
* Re‑work activity relating to claims and damages
* Scheduling and coordination of dispatches and deliveries
* Ad hoc support of warehousing activities
* Sales Support
Reporting as Required to Internal Business Partners
* Provision of information relating to stock availability and customer issues
* Process Improvement
Identification of Improvement Opportunities and Process Gaps
* Financial – adhere to all internal financial processes and policies including approvals and processing procedures
* Source and engage external services and supplies in a cost‑conscious manner
* Extract maximum value from all financial commitments and investments
* Customer Internal and External – develop effective and proactive working relationships with internal customers; effectively manage GBS resources to achieve desired outcomes; ensure internal customer offerings meet and/or exceed customer needs and manage expectations; develop professional relationships with external customers; identify and understand customer needs (internal and external); take personal responsibility for delivering customer service standards; strive for continuous improvement in service delivery
* Systems & Processes – comply with business processes, systems and policies; deliver to all required business system outcomes
* Workplace Health Safety and Environment – comply with all UPL WHS policies, procedures and practices; walk the talk, actively contribute to being Home Safely everyday
Person Specifications
Technical Competencies & Knowledge & Qualifications
Global Core Competencies
Desirable
* Minimum of 3 years experience in an equivalent customer service position
* Intermediate to advanced Microsoft Office skills (Word, Excel, PowerPoint, Outlook)
* Advanced ERP / MRP skills (SAP experience highly desirable)
* Excellent verbal and written communication
* Demonstrated ability to communicate across functions at all levels of the hierarchy
Competencies
* Results Orientation
* Adaptability & Resilience
* Customer Centricity
* Execution Excellence
Commitment to Safety
* Observes & practices safe & environmentally acceptable work methods
* Maintains awareness of changes to safety policies & procedures
* Contributes positively to a safe and fair work environment for all
* Supports WHSE initiatives, projects and programmes
Required Experience
IC
Key Skills
Senior Care, Customer Service, Developmental Disabilities Experience, Computer Skills, Microsoft Outlook, Case Management, Computer Literacy, Dispatching, Home Care, Administrative Experience, Social Work, Word Processing
Employment Type : Full‑Time
Experience : years
Vacancy : 1
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