Customer Service

HOBAN Recruitment is currently seeking an experienced Customer Assistance Coordinator to join a dynamic and collaborative team based in Kilsyth, VIC.
This is an exciting opportunity for a customer-focused professional who enjoys problem-solving, managing multiple priorities and building strong relationships with customers. You'll be part of a small, supportive team responsible for managing customer orders from initial enquiry through to delivery.

About the role

As the Customer Assistance Coordinator, you will be the single point of contact for assigned customer accounts, managing the full order lifecycle and ensuring orders are processed and delivered within agreed timeframes.
Your responsibilities will include:

• Managing customer accounts from new customer set-up and order entry through to fulfilment and delivery
• Acting as the key point of contact between customers, distribution centres, warehouses, manufacturing sites and internal teams
• Processing and modifying customer orders and providing regular updates throughout the order lifecycle
• Investigating and resolving complex customer enquiries and escalating issues where required
• Liaising with warehouse and dispatch teams to coordinate customer orders
• Managing product-related enquiries and escalating technical queries to the appropriate team
• Maintaining accurate records of customer interactions and orders within internal systems
• Ensuring relevant shipping and export documentation is completed accurately and in line with requirements
• Processing customer claims and rebates
• Supporting customer visits to local facilities when required
• Contributing to process improvement initiatives and broader team goals
• Working collaboratively with colleagues to manage a high volume of customer enquiries efficiently

About you

We're looking for someone who thrives in a busy customer service environment and enjoys finding solutions.

You'll ideally bring:

• Previous experience in customer service, order management, customer assistance or coordination
• Excellent verbal and written communication skills
• A clear and professional telephone manner
• Strong email and written communication skills
• Excellent attention to detail and accuracy
• Strong organisational skills and the ability to manage competing priorities
• A collaborative approach and genuine team mentality
• Confidence knowing when to resolve an enquiry independently and when to escalate
• Strong problem-solving skills and a willingness to investigate issues thoroughly
• The ability to learn new systems and processes quickly

Experience within the automotive, heavy vehicle, engine parts, manufacturing or industrial sectors will be highly regarded, however, experience in a fast-paced customer service environment is equally valuable.
Technology & systemsYou don't need to know every system from day one. What's most important is that you're tech-savvy, adaptable and a quick learner.

Experience with any of the following will be advantageous:

• Salesforce / Service Cloud
• Oracle
• Conexiom or similar purchase order mapping systems
• CRM or order management platforms

The team is also introducing new technology designed to reduce manual administration and improve efficiency, making this a great opportunity for someone who enjoys learning new systems and looking for smarter ways of working.

What's on offer

• Full-time, permanent position
• Monday to Friday
• Comprehensive training and onboarding
• Supportive and collaborative team environment
• Opportunity to develop your skills and career within a global organisation
• A role where your ideas and contribution to process improvement are encouraged

Apply now! If you're an experienced customer service professional who enjoys problem-solving, working with people and keeping things moving, we'd love to hear from you.

At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.

We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at [email protected] or visit www.hoban.com.au/adjustments for additional contact details.