ALOIS Australia is a leading Talent and Technology Solutions company, focused on helping businesses across the country build stronger teams, smarter processes, and sustainable growth.

We work with organisations in diverse industries to deliver integrated workforce and technology solutions, from innovative hiring strategies to end-to-end digital transformation. Our approach combines data, insight, and human expertise to help clients solve complex workforce challenges with clarity and confidence.

Through our deep industry experience and commitment to excellence, we provide scalable, high-performance solutions that deliver measurable impact. Whether it’s onshore project delivery, workforce optimisation, or specialised technology services, ALOIS Australia ensures results that truly make a difference.

From Sydney to Perth and everywhere in between, we’re driven by one purpose: to empower Australian businesses and professionals to thrive in a rapidly changing world of work. At ALOIS Australia, every challenge is an opportunity to innovate, and every partnership is built on trust, transparency, and long-term success.

Job Title – Customer Assistance Coordinator

Job Location – Kilsyth, VIC

Employment Type – Permanent/Full-time

Work Days and Hours: Monday to Friday - Onsite with some flexibility (Candidate must be able rotate and work one week commencing at 8am and the other week at 9:54am, or even start 9:54 each week. This is required to support customer service opening hours of 8am to 6pm)

Summary of the role:

- At Client are deliberately working towards a brighter future. Our daily actions consider what is significant to our people, our customers and our planet. We are focused on performance, durability and sustainability to serve the world better. Our products are heavy duty, filtration and coolant products for automotive/heavy duty diesel and other motor applications.
- Where the role sits within the wider team: This role sits within the Customer Assistance South Pacific function that looks after customer orders. They will be part of a small team of customer assistance coordinators.
- Our customer profile are mainly distributors/dealers and end users of our products, and our product brand name is Fleet Guard.

Job Description:





- We require someone who can act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.

Responsibilities:

- Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
- Act as the single-point-of-contact to Client customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
- Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of Client processes, systems, and practices; provide timely and informative responses as per business key performance indicators.
- Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
- Manage some technical queries of products but know when to escape to the appropriate person to respond.
- Maintain accurate records of all internal and external interactions in the appropriate database/system (Salesforce)
- Ensure customers comply with export policies and ensure required export/shipping documentation is compiled to the relevant legislation.
- Act as liaison between the customer and warehouse/dispatch. Support Supervisor with hosting customer visits at local facility.
- Understand Customer Order Management policies, procedures and metrics.
- Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization. Participate in/lead process improvement projects.




- Additional responsibilities include rebate processing and customer claims.
- Workers will be using Conexiom ( a tool used to map purchase orders) which is design to take a lot of the manual handling out of the admin tasks they do. It's a new system that the team will be adopting so the expectation is to have candidates who are quick learners, problems solvers, good with adopting new technology. Using Conexium gains efficiencies and allows the team more down time to invest in their professional development within the business.

Qualifications

- Customer service experience, good verbal and written communication skills, attention to detail and accuracy are key skills for potential candidates.

Preferred level of experience

- Applicants have worked in a similar industry is advantageous e.g. Engine parts manufacturer, but as long as they have worked in a dynamic customer service setting. Amongst the team they handle 2000 cases between them per month so we need someone who knows how to work as a team and will be able to work out who to distribute the queries to within the business to be able to get through the many queries.
- Good collaborator, good team player, have the ability to understand when to pass on the inquiry to the next level, good verbal communication (good English speaking)/need to be able to speak clearly over the phone, good email manner.

Systems knowledge required

- Experience with Service Cloud (Salesforce) is an advantage but not mandatory
- Oracle experience is an advantage is an advantage but not mandatory
- Familiarity on Conexiom (is a nice to have) or a purchase order mapping system)

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EEO Statement

ALOIS Australia is committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all qualified applicants and do not discriminate on the basis of race, colour, religion, sex, age, national origin, disability, or any other characteristic protected under applicable laws. We value diversity and believe it strengthens our people, our culture, and the outcomes we deliver.

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📌 Customer Assistance Coordinator (Melbourne)
🏢 ALOIS Australia
📍 Melbourne