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, procedure, 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 quick‑paced office setting 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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📌 Customer Service Coordinator (Team Member) (City of Greater Dandenong)
🏢 Gates
📍 City of Greater Dandenong