The primary purpose of the Service & Customer Operations Coordinator is responsible for delivering operational support across Customer Care, Order Management and Service Administration activities. The role serves as a key contact point for customers, distributors and internal stakeholders, ensuring efficient processing of customer enquiries, orders, service requests and contracts while supporting the delivery of a seamless customer experience.
The position acts as a critical link between customers, Commercial, Service and Supply chain teams to ensure accurate transaction processing, timely communication and effective execution of service and order management processes.
In addition, you will:
Key Responsibilities
Customer Care & Order Management
Respond to general email enquiries from external and internal stakeholders
Attend and respond to incoming customer and internal stakeholder phone calls
Serve as a key point of contact for customer enquiries relating to orders, deliveries, documentation
Process and administer customer sales orders in SAP, ensuring accuracy and completeness
Monitor orders through the order-to-cash process and proactively communicate updates to customers and internal stakeholders
Follow up on order-related issues and coordinate resolution with Commercial, Supply Chain and Finance teams.
Support invoicing activities and customer documentation requirements
Master Data creations and management
Escalate customer issues as required
Service Operations Administration
Collaborate closely with Field Service Engineers and Service Management to ensure smooth delivery of service administration activities.
Manage and process service requests, repair orders and service jobs within SFDC and SAP
Schedule, assign and monitor field service activities
Perform data entry and processing of completed service reports and service repair quotations
Follow up on Purchase orders and invoicing of service and repairs
Service Contract Management
Create, renew and administer Service Contracts in SAP
Support the preparation of recent contract proposals following warranty expiry
Create and maintain preventative maintenance schedules
Coordinate ordering of parts required for preventive maintenance and contract obligations.
Maintain equipment install base records and service contract data across the region to ensure data accuracy and completeness
Reporting & Team Support
Prepare routine and ad hoc operational reports for management and internal stakeholders
Support data accuracy reviews and administrative process improvement projects
Serve as a backup for colleagues across the APAC Customer Care and Service Operations team as required
Participate in projects, system enhancements, testing activities and process improvement initiatives as required
What we are looking for:
You will contribute to company's success by offering a proactive, results driven and customer-focused approach. Additionally, we are seeking candidates with the following qualifications:
Bachelor's degree in any discipline
5-8 years of professional experience in a customer service or service administration role
Experience with supporting Service, Commercial or Customer Operations teams preferred
Proven ability to partner with Commercial and Service team to drive results
Demonstrated experience using SAP and Salesforce for sales and service order processing.
Experience working with stakeholders in multiple countries and cultures in APAC environment is advantageous.
Skills / Core Competencies
Demonstrated high-level customer service and stakeholder management skills
Excellent written, verbal and telephone communication skills
Strong process orientation with proficiency & competence in integrated ERP systems (SAP experience required, SFDC experience preferred)
Solid understanding of customer care, order management and service administration processes.
Technical aptitude
📌 Service and Customer Operations Coordinator (Sydney)
🏢 EVIDENT AUSTRALIA
📍 Sydney
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