Job Description

Customer Assistance Coordinator

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Permanent Full time Opportunities (2 Positions Available)

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Kilsyth, VIC

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$67,000 - $70,000 + Super + 8% Variable Bonus + Salary Continuance Insurance

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About the Opportunity

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An exciting opportunity is available for two Customer Assistance Coordinators to join a global manufacturing and distribution business that supplies industry-leading products across the automotive, heavy-duty diesel, filtration and industrial sectors.

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Working within a collaborative Customer Assistance team, you will be the frontline connection between customers and the business, ensuring orders, enquiries and customer requests are managed efficiently and professionally. This is a fast-paced role that offers excellent long-term career development opportunities, with several team members having progressed internally into other areas of the business.

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About the Role

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As a Customer Assistance Coordinator, you will manage customer accounts across the full order lifecycle while providing outstanding service to distributors, dealers and end-users. You'll work closely with internal teams including supply chain, warehousing, logistics and sales to ensure customer expectations are met.

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This role combines customer service, order management, problem-solving and administration within a high-volume environment.

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Key Responsibilities

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- Manage customer accounts from order placement through to fulfilment and delivery.
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- Process customer orders, amendments and account updates.
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- Act as the primary point of contact for customer enquiries via phone and email.
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- Investigate and resolve order issues, claims and customer concerns.
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- Liaise with internal departments to ensure timely order processing and delivery.
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- Maintain accurate records within CRM and business systems.
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- Process rebates, claims and customer-related documentation.
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- Monitor and communicate order status updates to customers.
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- Support process improvement initiatives and automation projects.
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- Ensure compliance with company policies and customer service standards.
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- Assist with customer visits and stakeholder engagement activities when required.
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What You'll Bring

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Essential Experience

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- Previous experience in a customer service, customer support, customer care or order management role.
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- Experience working within a high-volume, fast-paced environment.
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- Strong verbal and written communication skills.
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- Exceptional attention to detail and accuracy.
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- Ability to multitask and prioritise competing demands.
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- A customer-first mindset with strong problem-solving capabilities.
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- Ability to work collaboratively within a team environment.
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Desirable Experience

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- Experience within manufacturing, automotive, industrial, logistics or distribution environments.
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- Exposure to CRM or ERP systems.
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- Experience with Salesforce, Oracle or similar business systems.
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- Experience working with order management or purchase order processing platforms.
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- Familiarity with process automation tools would be advantageous.
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What Success Looks Like

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The successful candidate will be:

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- Highly organised and detail-oriented.
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- Comfortable managing large volumes of customer enquiries and transactions.
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- A quick learner who embraces new technology and systems.
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- Able to take ownership of issues and see them through to resolution.
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- A strong team player with a positive attitude.
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- Adaptable and eager to contribute to continuous improvement initiatives.
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Working Hours

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This role operates on a rotating schedule to support customer service operating hours:

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- Week 1: 8:00am - 4:00pm
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- Week 2: 10:00am - 6:00pm
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Some flexibility may be available; however, candidates must be willing and able to work across the rotating roster.

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Work Arrangement

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The role is primarily office-based with flexibility following the initial training period.

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- Comprehensive onboarding and training provided.
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- Initial training conducted mainly onsite.
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- Flexible working arrangements may be available following successful completion of onboarding and establishment within the role.
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Pre-Employment Requirements

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- Two professional reference checks.
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- Pre-employment medical assessment.
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- Full Australian working rights (Australian Citizens and Permanent Residents only).
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If you thrive in a fast-paced customer-focused environment and are looking to build a rewarding long-term career, we'd love to hear from you.

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📌 Customer Assistance Coordinator (Victoria)
🏢 Indigeco
📍 Victoria