Customer Service Coordinator

Customer Service Coordinator

EarthLight – Forrestdale, WA
$85,000 + Super + Performance Bonus

Why Work at EarthLight

At EarthLight, we back people who think beyond the obvious, who take ownership, support the team around them and have a go at making things better.

We're on a mission to Illuminate Better – improving how site lighting is delivered across mining and civil – and we're looking for someone energetic, organised and great with people to take ownership of our customers' experience after the sale.

We're a growing team, we're good to work with, and we want someone who will bring their own experience and ideas to the role.

We've already built the foundations of our customer service processes and we're currently moving more of them into HubSpot. They're not perfect yet – and that's part of the opportunity.

If you've seen something done better somewhere else, we want you to tell us.

About Us

EarthLight supplies solar lighting solutions into mining, civil and construction.

We're a solar-first site lighting specialist, helping customers move away from diesel and deliver better lighting outcomes for real site conditions.

As we grow, we want the experience our customers have after placing an order to be just as good as the experience they had buying from us.

We want customers to feel informed, supported and confident that someone at EarthLight is looking after them – without having to chase us for answers.

The Role

As our Customer Service Coordinator, you'll take ownership of the customer experience after the sale.

You'll be the consistent point of contact from order through to delivery, installation, commissioning, service and warranty – making sure customers know what's happening, what comes next and who they can turn to when they need help.

A big part of the role is being proactive.

We don't want a customer wondering where their order is, whether a technician is coming, or what's happening with an issue they've raised. We'd rather they hear from us before they need to ask.

You'll work closely with our Sales and Service teams to get the information you need and make sure the customer is looked after throughout their journey with EarthLight.

Make the Role Your Own

This isn't a role where we're handing you a manual and asking you to follow it forever.

We have processes in place, and we've already done work on what we want the customer journey to look like. Now we want someone with the experience and confidence to help us make it happen.

We're moving our service processes into HubSpot and want to systemise and automate more of the customer journey over time. We're also interested in how AI and automation can remove repetitive work, improve communication and make it easier to give customers a consistently great experience.

You won't be expected to have all of that figured out on day one.

What we do want is someone who's curious, forthcoming with ideas and willing to try things.

If you join us and say:

"I've seen this done another way, can I show you?"

We'll listen.

What You'll Be Doing

• Own the customer's experience throughout the after-sales journey
• Be a consistent and approachable point of contact for our customers
• Proactively communicate order, production, delivery and installation ETAs
• Coordinate site installations, commissioning and customer requirements
• Coordinate service technicians, scheduling, travel and site access
• Manage service and warranty requests through to completion
• Follow up with customers and make sure issues are properly closed out
• Work with internal teams to get customers the information they need
• Keep customer and service activity accurate and up to date in HubSpot
• Help improve and document our customer service processes
• Identify opportunities to automate and systemise customer communications

About You

We're looking for someone who genuinely likes people and gets satisfaction from making sure customers are looked after.

You'll be energetic, positive and organised. You're comfortable picking up the phone, juggling priorities and taking responsibility for getting issues sorted.

You don't necessarily need to know every answer, but you'll go and find it.

You'll probably have experience in customer service, customer experience, service coordination, sales support or a similar role, and enough experience to have developed your own ideas about what good customer service looks like.

Success Looks Like

This role will have clear and meaningful KPIs around customer and service performance, so you'll be able to see the impact you're having and what you're working towards.

Success will look like:

• Customers aren't chasing us for updates
• Order, delivery and installation ETAs are communicated proactively
• Customers know exactly who to contact when they need help
• Service and warranty jobs are followed through and properly closed out
• Technicians are organised and customers know when they're arriving
• Customer satisfaction is measured and improving
• HubSpot becomes the central place for customer service activity
• More repetitive communication is systemised and automated
• You can point to processes you've personally helped improve
• Customers genuinely enjoy working with EarthLight

Experience

Experience in customer service, customer experience, service coordination, sales support or service operations would be ideal.

Experience coordinating technicians, field service, installations or scheduling would be particularly useful.

Experience in mining, civil, construction, capital equipment or industrial services is highly regarded, as is experience with HubSpot or similar platforms.

Experience with automation or AI tools is a bonus – curiosity and willingness to learn is more important.

You don't need to tick every box. If the role sounds like you and you're keen to have a go, we'd still like to hear from you.

Package

• $85,000 + Super
• Performance bonus linked to meaningful customer and service KPIs
• Tools of trade