Civilmart is an Australian owned national manufacturer of civil concrete products supplying to sectors such as residential development, local governments, water authorities, civil infrastructure, irrigation, the plumbing, and drainage market. We are renowned for being one of the largest producers of precast concrete in Australia! With our operations now expanding across QLD, NSW, VIC, WA, and SA across 26 different sites!
Description:
At Civilmart, we understand that every customer interaction is an opportunity to build lasting relationships. As a Customer Service Coordinator based at our Burnside Road, Stapylton location, you’ll play a vital role in delivering exceptional service by partnering closely with our Sales Representatives and broader network to manage the quote-to-revenue process. Your consultative approach, combined with deep knowledge of our products, systems, and services, will ensure timely, efficient outcomes that exceed customer expectations. This role is key to enhancing customer satisfaction, loyalty, and driving Civilmart’s continued growth in the market.
Your Key Responsibilities
Professional and timely management of Customer orders and queries – phone, email, or walk ins – in a manner that meets and exceeds Customer expectations and business standards.
Qualify Customer need, influence and negotiate Customer expectation, while interpreting and sharing information about production timing and inventory availability.
Utilize existing systems to keep detailed records of interactions, enquiries and actions taken.
Ensure all Customer product/delivery elements are qualified and handed over to the Transport Coordinator in a timely manner to enable on time supply.
Partner with the Sales Representative to understand and gain intimacy of key projects, related project stakeholders, and delivery and freight agreements, to enable the co-ordination and successful delivery of all contractual promises.
Evolve effective Customer relationships with key project stakeholders, track project progress, schedule and conduct follow-ups as agreed to with key project stakeholders, and update project delivery schedules on Sales Orders to enable effective Inventory, Production and Despatch Planning.
Keep the Sales Representative, Production Planner and Despatch Office informed about project status/progress/issues that may impact Customer outcomes.
Create quotes and follow through to win/lose.
Partner with Sales Representatives and be their internal Customer Service support in addition to being the key internal contact for the Customers.
Resolve Customer complaints in a timely manner by clarifying the complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, updating the Customer, and following up with the Customer to ensure the resolution meets with the Customer satisfaction.
Purchase and manage stock levels of re-sale products
Actively identify and contribute to business process continuous improvements.
Be a role model by advocating and living by the Civilmart Values.
What You Can Expect
- A competitive remuneration package
- Meaningful responsibilities and the opportunity to take on exciting challenges
- A company that actively supports your growth and career development
- A collaborative and professional team environment
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