Caterpillar, Inc. Customer Service Coordinator in Queensland, Australia

Customer Service Coordinator



Caterpillarof Australia isseeking anexperiencedCustomer ServiceCoordinatortojoinourCustomerService team located inYatala, QLD.Youwill be the firstpoint of contact for all Dealerrequirements in regards to Caterpillar parts order management and expeditingenquiries.

Thisrole will see youanalysing,interpreting,communicatingaccurateand timely order information through the dealer network. You will be requiredto maintain and develop positive relationships with dealers and internaldepartments to resolve queries, improve processes and satisfy dealerrequirements.

Primary Responsibilities of therole include, but are not limited to :

  • Manageandmonitor salesordersthrough the system to ensure full delivery of parts tothedealer network

  • Facilitate material availability tofulfil critical customer orders

  • Maintaining high velocity related toorder-to-delivery time

  • Manage Machine Down dealer ordersthrough to delivery

  • Investigate and resolve orderexceptions

  • Manage new product parts information tomeet dealer requirements and provides parts order information

  • Maintaining relationships with dealersand internal departments to resolve queries by identifying and implementingeffectivesolutions,

ensuringthat processes are established andmaintained throughout

  • Manage dealer enquiries throughinternal Ticket Systems

  • Support call centre operations byansweringandresolving inbounddealer calls

  • Weekly management of customer servicereports

  • Strongorganisationalandtime management skills, accuracy of data entry and a strong attention to detail

  • Ability to demonstrate initiative,learn new tasks and concepts quickly

  • Capable of learning multiple internalprocesses and systems with adherence to policies and procedures

  • Support new and existing processes toimprove customer service levels

  • Ad hoc administration and project workas directed

  • Excellent team player with strong workethics

  • Work a roster of varying start andfinish timesofbetween the hours of6amto6pm

  • Work as part of an on callafterhours rotational rosterprogram, after completion ofthetrainingperiod


To be successful in this role, ideallyyou may have goodknowledge ofdealernetwork, parts order processing and dealer support with demonstrated similarcustomer servicejob experience. Youwill have high familiarity with parts distribution, strong product knowledgewith an understanding of warehouseandtransportationprocesses. You will be a self-starter with high self-motivation andorganisational skills. You will have excellent written and verbal communicationand problem solving skills to identify and communicate solutions/status forthedealer.You will possess anupbeatpositive attitude withthe willingnesstolearn, grow and evolve with therole.

To be eligible you must possess Australian Citizenship or Australian Permanent Residency.

Job Logistics

Primary Location Australia-Queensland-Yatala

Unposting Date: Mar 16, 2019, 7:59:00 AM

EEO/AA Employer. All qualified individuals – including minorities, females, veterans and individuals with disabilities – are encouraged to apply.

Req ID: 1900013Z