Customer Assistance Coordinator
Full time chance in Kilsyth for a customer-focused individual wishing to grow their career in a supportive company. Salary: $67,000 - $70,000 per annum + super
Key accountabilities
Front-line customer service – processing both phone calls and emails related to customer orders, pricing availability, and claims
Managing the entire lifecycle of assigned customer accounts (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 for 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 provide timely and informative responses as per business key performance indicators.
Manage some technical queries of products but know when to escalate 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.
Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organisation. Participate in/lead process improvement projects.
Selection criteria:
Proven customer service experience; utilising both phone and email customer service
Excellent verbal and written communication skills
Robust level of attention to detail and accuracy skills
Previous experience in a manufacturing setting is advantageous (but not essential)
Strong collaboration and team player skills
Good judgement skills; ability to escalate queries and issues appropriately when required
Willingness to work on a roster basis: 8am – 4pm one week, 10am – 6pm the next week
If you have the relevant skills and experience, please apply now with your up-to-date CV (in Word format)

📌 Customer Assistance Coordinator Victoria
🏢 Total Resource Solutions
📍 Victoria