Customer Services Coordinator

Job Description:-

Responsible for coordinating all rental asset management jobs. This includes facilitation of the job information accurately through Probity and adhering to the new Lean rental process, providing reports for utilization, differed days, lost rental write off, scrapped, etc.

Supports Certification process as required.

Act as main point of contact for nominated customer accounts.

Responsible for coordinating refurbishment jobs. This includes facilitation of the job packages, customer communication and timely / accurate management of quote to cash process.

Facilitation of international mobilization of technicians and test equipment, booking travel i.e. flights, hotels, cars, arranging visas, permits etc. Ensuring all back charges and associated costs are invoiced to customers account.

Ensure regular quality customer communication on all ongoing operations matters (i.e. travel plans, payments, monthly KPIs, up-coming inspection requirements etc). Attend customer meetings as required.

Answering incoming service and sales telephone calls, dealing with any enquiries and redirecting calls accordingly.

Liaise closely with the other coordinators, providing support and cover during periods of holidays or absence.

Works as an effective team player.

Liaise with sales to maximize on OE sales opportunities.

Implement process updates and changes to Rental and Refurb activities.

Requirements

Previous administrative experience at a high level essential, ability to managing customer accounts.

Good communicator with the ability to effectively present information in written and electronic format to the highest standard.

Computer Skills

Excellent IT skills with sound knowledge of Microsoft Office packages including Excel.

Work Environment

Ability to work on own initiative at all times. Flexible and responsive to internal and external customers.

Core Competencies

Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and continually develops and improves efficiency within their own role.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and seeks/gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings as required.

Planning/Organising - Prioritises and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives.

Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly and accurately.

Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests.

Safety and Security - Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.

Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent.

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan.