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 utilizing Global Business Serives (GBS), the Customer Service Coordinator manages order entry, execution, invoicing and rework, customer and material master data, call center 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
Role Specific Accountabilities
Customer Order Fulfilment
Coordination (utilizing GBS) of order entry, availability checking, delivery and invoicing
System price maintenance and verifications
Rework activity – credits, debits, returns.
Maintenance of key master data
Call Centre/Customer Support
Answering queries and addressing complains from internal and external customers.
Management of customer relationships
Maintenance of customer interaction database.
General business inquiries.
Logistics Support
Rework 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 supply 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 resource 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).
Takes personal responsibility for delivering customer service standards.
Strives 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, Skills, 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, and Outlook)
Advanced ERP/MRP skills (SAP experienced 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.
Support WHSE initiatives, projects, and programmes