Customer Service Coordinator Job at MSA BOURGOGNE (Dandenong South)

Job Responsibility

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

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
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