Customer Coordinator

Overview

Coordinate equipment service requests, track progress, handle invoicing & warranties.

Key Responsibilities

• warranty claims
• accurate invoicing
• work order
• job coordination
• repair options
• wip tracking

Tasks

-Manage warranty claims effectively, keeping customers informed and following WesTrac and Caterpillar guidelines -Ensure accurate invoicing based on customer approvals and company policies. -Resolve work order issues and customer complaints promptly. -Communicate customer needs and job details to the Workshop Coordinator and monitor progress. -Provide repair and service options in collaboration with the workshop, Sales, and Parts teams to meet or exceed customer expectations. -Actively track Work In Progress (WIP) to ensure jobs are completed on time and within scope and budget. -Build and maintain strong customer relationships as the main contact for service and repair requests.

Requirements

• trade qualification
• mechanical aptitude
• microsoft office
• problem solving
• customer management
• stakeholder engagement

What You Bring

-Demonstrated analytical, problem solving, communication and negotiation skills to enable effective resolution of issues within the workplace and/or customer disputes -Trade Qualification OR mechanical aptitude with experience in a customer service role. -effective Customer Management -Intermediate computer literacy skills (including Microsoft Office) -Excellent organisational skills with the ability to successfully manage fluctuating workloads and prioritise accordingly -Demonstrated highly developed customer service skills with an understanding as to the importance of -Advanced stakeholder engagement skills with the ability to establish and maintain successful working relationships

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Benefits

-Health & Wellness – Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family. -Additional Perks – Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity. -Financial Benefits – Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & More than 600 retail discounts such as Coles, Petbarn, Virgin, HOYTS & Crown. -Culture & Career – Personal and Team Recognition (Made for More Awards), Internal Career Progression, Training & Upskilling through our award-winning WesTrac Institute. -Recommend & Spend – Opportunity to receive a referral bonus up to $5000 for applicable roles.

About Westrac Cat

-Grew from a single WA dealership into a multi‑state Cat heavy equipment powerhouse. -Operates 31 branches across WA, NSW, and ACT as a flagship of Seven Group Holdings. -Serves major mining clients like BHP and Rio Tinto, supplying and maintaining heavy equipment. -Launched a Technology Experience Centre in NSW featuring remote‑operator stations and Cat’s MineStar systems. -Provides whole‑of‑life support including parts, servicing, operator training, and FitFleet monitoring. -Engages in projects ranging from mine sites to infrastructure development, leveraging expertise in heavy‑haul and fleet solutions.

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