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Gates Corporation Linkedin · Posted 22d ago

Customer Service Coordinator (Team Member)

Australia

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Indexed description

Essential Duties And Responsibilities

  • Handles, organizes and responds to customer service calls and email inquiries promptly.
  • Communicates with customers to address issues, concerns, requirements and complaints.
  • Offers alternative products to customer (if requested product is out of stock).
  • Responds to requests within set Service Level Agreement timeframes.
  • Processes orders: checks manual and EDI orders, enters orders into the system before cut-off time or within same day of receipt of order.
  • Responds to customer calls in a manner that establishes Gates as the foremost service company in our industry, ensures minimal delay in addressing our customers' needs.
  • Relays customer quality concerns to the appropriate associates or departments while actively ensuring that customer expectations and requirements are fulfilled.
  • Proactively seeks opportunities to enhance services and response times and to provide premium customer service.
  • Complies with company policy, procedural, and training requirements, including health and safety.

Keys to Success

  • Requires professionalism and respect in communicating with customers and co-employees;
  • Has accurate understanding of individual customer and Gates requirements,
  • Requires accuracy of information provided to customers and of information entered in the ordering system,
  • Requires establishing trust-based connections and relationships with clients,
  • Requires ability to resolve customer complaints with empathy, and
  • Requires ability to offer effective solutions, while adhering to company policies and procedure, including our Health, Safety, and Environment policies.

Supervisory Responsibilities

  • None
  • Likely to act as an informal resource for associates with less experience
  • Provides informal guidance and support to team members

Requirements And Preferred Skills

  • Minimum of 2-3 years of working experience in a similar role or industry. Experience in premium customer service preferred.
  • Knowledge of best practice Customer Service (relevant qualifications desirable)
  • Proficient in using MS Office and other relevant business software.
  • Experience with SAP or relevant top tier ERP
  • Others:
    • Excellent oral and written communication skills
    • Excellent listening skills, comprehension of customer needs, and ability to deliver effective solutions accordingly.
    • Confidence in speaking on the phone with customers, preferably in a previous customer service role
    • Robust interpersonal and human relation skills, essential for handling a fast-paced office environment and a demanding customer base
    • Ability to work independently, remaining self-driven and focused.
    • Attention to detail
    • Can perform effectively under pressure.
    • Strong organizational skills and prioritization abilities to handle a diverse workload.
    • Ability to collaborate closely with other GAPL staff.
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