Customer Service Coordinator
Job Id: *****
City: Adelaide, Western Australia, Australia
Department: SCM
Function: SCM
Employee Type: Permanent Full Time
Seniority Level: Executive
Role Title:
Customer Service Coordinator
Reports To:
Supply Chain Manager ANZ
Business Unit:
Supply Chain
Sub Business Unit:
Customer Service, Warehousing and Logistics
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 Services (GBS), the Coordinator manages order entry, execution, invoicing and rework, 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
Role Specific Accountabilities
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 complaints 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
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
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 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
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
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 highly desirable)
Excellent verbal and written communication
Demonstrated ability to communicate across functions at all levels of the hierarchy
Results Orientation
Adaptability & Resilience
Customer Centricity
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
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