Reporting into the Service Delivery Supervisor, the Customer Coordinator will join our Service Delivery team on a Full-Time basis at our South Guildford branch. This role involves being accountable for the ownership of the customer experience by providing the complete customer care experience regarding WesTrac Service, repair and general service provision queries.
Roster: Monday – Friday, 8.5 hours/day (including meal break)
What You’ll Do:
- Build and maintain strong customer relationships as the main contact for service and repair requests.
- Communicate customer needs and job details to the Workshop Coordinator and monitor progress.
- Actively track Work In Progress (WIP) to ensure jobs are completed on time and within scope and budget.
- Provide repair and service options in collaboration with the workshop, Sales, and Parts teams to meet or exceed customer expectations.
- Resolve work order issues and customer complaints promptly.
- Ensure accurate invoicing based on customer approvals and company policies.
- Manage warranty claims effectively, keeping customers informed and following WesTrac and Caterpillar guidelines
Skills & Experience:
- Trade Qualification OR mechanical aptitude with experience in a customer service role.
- Demonstrated highly developed customer service skills with an understanding as to the importance of
- effective Customer Management
- Excellent organisational skills with the ability to successfully manage fluctuating workloads and prioritise accordingly
- Advanced stakeholder engagement skills with the ability to establish and maintain successful working relationships
- Intermediate computer literacy skills (including Microsoft Office)
- Demonstrated analytical, problem solving, communication and negotiation skills to enable effective resolution of issues within the workplace and/or customer disputes
Our Benefits inclusive of but not limited to:
- Financial Benefits – Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & More than 600 retail discounts such as Coles, Petbarn, Virgin, HOYTS & Crown.
- Health & Wellness – Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.
- Culture & Career – Personal and Team Recognition (Made for More Awards), Internal Career Progression, Training & Upskilling through our award-winning WesTrac Institute.
- Recommend & Spend – Opportunity to receive a referral bonus up to $5000 for applicable roles.
- Additional Perks – Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity.
Our Company & Commitment
With over 4,500 employees, WesTrac is one of the world's largest authorised Cat® equipment dealers, offering a wide range of mining and construction equipment and management solutions.
At WesTrac, we reflect diverse communities, celebrate our people's diversity, and create a culture where employees feel safe to be their authentic selves. We encourage applications from First Nations people, LGBTQIA+ individuals, and those from culturally diverse backgrounds. WORK180 endorsed employer for our commitment to diversity, inclusion, and equality.
Reference Number: 5423
