Customer Care Coordinator

Its all about our customers.

Were looking for a Customer Care Coordinator who thrives in a fast-paced dynamic environment and is passionate about supporting customers with efficiency professionalism and care. This role is a vital part of our service operations managing customer cases daily through phone and email with full ownership from intake to resolution.

Youll be the first point of contact for a wide range of customer needsincluding service bookings project coordination quote requests and invoicing inquiries. From liaising with our internal service teams to working directly with a diverse customer baseadaptability and strong communication skills are key.

The ideal candidate is energetic and personable with the confidence to navigate complex situations and the initiative to take ownership. Youre a proactive problem-solver able to think creatively and act with agility in fast-changing scenarios. If youre someone who enjoys variety in your day and takes pride in providing exceptional service wed love to hear from you.

Responsibilities: 

• Manage and process customer Enquires quotes and spare parts orders
• Create cases and work orders for all Field Service Representative (FSE) work
• Initiate follow-up calls with FSEs and customers for any work order discrepancies
• Coordinate Customer service visits and liaise with the customers and FSE on (service visits new projects upgrades other service-related visits)
• Process and submit estimates (quotes) to customers for all service work as required
• Support Field Service Engineer Team Lead in managing resource utilization and capacity planning
• Timely response to quotations technical enquiries and requests for information
• Expedite customer orders to ensure on time delivery and customer satisfaction
• Ordering stock for customer spare parts orders with internal and external suppliers manage receipting into system
• Picking and packing and arrange shipping of spare parts orders
• Create work orders for service requests ensure we have purchase orders for all service visits
• Create RMA and manage return process for warranty and repair orders including external supplier repairs
• Provide weekly report of assigned KPI /SLA metrics
• Work with other departments within Tomra to facilitate on-time delivery and customer satisfaction
• Daily review of open work orders on regional dashboard
• Book business travel arrangements for FSEs and other Tomra employees as required
• Follow-up on maintenance contracts that are expiring within 90 days of renewal
• Promote a Safety first culture throughout the company our customers and our industry

Qualifications :

• 35 years of experience in a customer service or client-facing role
• Associate degree strongly preferred; equivalent professional experience will be considered
• Comfortable with a hybrid schedule (In-office attendance required)
• Flexible availability between 7:00 AM 5:00 PM 
• Experience with CRM systems ideally Microsoft Dynamics or similar (e.g. SAP)
• Proficiency in Microsoft Office tools (Excel Word PowerPoint)
• Energetic positive personality with strong interpersonal skills
• Proactive and shows strong initiative
• Creative thinker who can problem-solve and think outside the box
• Strong organizational and time management skills
• Computer skills are crucial including MS Office suite
• Prior knowledge and experience with IFS 
• Fluent in English - oral & written other languages are a plus

Additional Information :

Why work for us: 

• Birthday leave - have a day off on us!
• Onsite car parking
• We love innovation so we offer a collaborative environment where idea sharing and thinking outside the box is encouraged
• Global career opportunities with a strong record for promoting internally
• Professional training and development: We are passionate about people and seeing them succeed. 
• We care for the planet and want to make a difference for the future
• Superannuation employer contribution paid on top of base salary

At TOMRA we proudly recognise cultural diversity inclusiveness of thought and individuals to create a great working environment for our employees. So even if you dont think you tick all the boxes and the requirements but you have what it takes we would still like to hear from you. 

Remote Work :

No

Employment Type :

Full-time