Customer Service Coordinator

Customer Service Coordinator

Company: SCT Opco Pty Ltd Location: Forrestfield Work Type: Full-time Work Arrangement: Onsite

SCT Logistics stands as Australia’s largest privately owned rail and freight logistics company, providing comprehensive supply chain solutions across road, rail, and warehousing. With over five decades of experience, we manage a national intermodal network and offer specialised services such as cold and ambient storage and tailored freight handling.

Our workforce is central to our operations, and we are dedicated to fostering safety, innovation, and an environment where our team can develop and succeed.

At SCT, we cultivate a collaborative and inclusive work culture grounded in Safety, Passion, Integrity, Respect, Innovation, and Teamwork. We believe these values empower us to better understand and serve our customers, attract talented individuals, and drive successful innovation.

In addition to a competitive remuneration package, we provide:

• Development and growth opportunities
• Employee Recognition and Rewards Programs
• Flexible working arrangements
• A top-up of government-paid parental leave for the initial six weeks
• Grandparent Leave
• Novated leasing and salary packaging
• 24/7 access to our Employee Assistance Program
• Onsite car parking
• A "Dress for your day" policy

Further details on these initiatives are available on our Careers Page.

Job Description

Join a dynamic logistics environment where you will play a crucial role in supporting the efficient handling of quality-impaired, returned, and damaged freight. As a Customer Service Coordinator, you will serve as the primary liaison between customers, internal departments, and operational systems, ensuring prompt, accurate, and professional resolution of issues. This position integrates hands-on administration, customer interaction, and system-based processing within SAP, with a significant emphasis on service quality, compliance, and operational effectiveness.

Your contribution will be vital in maintaining freight movement, keeping customers informed, and upholding high service standards throughout the entire return and issue resolution process.

Key Responsibilities

• Process returned, rejected, and damaged freight, including all associated documentation.
• Create, update, and maintain accurate records within SAP.
• Communicate with customers regarding delivery issues, damages, returns, and general inquiries.
• Investigate, manage, and resolve customer complaints and service failures.
• Coordinate return logistics, encompassing re-deliveries, disposals, and quarantined goods.
• Monitor temperature breaches and cold chain issues, escalating as necessary.
• Maintain precise records of incidents, claims, and resolution outcomes.
• Provide timely freight updates and status information to both internal and external customers.
• Collaborate with internal teams to facilitate efficient issue resolution.
• Support booking processes, inquiries, and general customer service administration tasks.

Desired Skills and Experience

The ideal candidate will demonstrate:

• Tertiary qualifications are not essential. Experience in Customer Service and the transport industry is preferred.
• Familiarity with office information systems.
• Customer service experience and skills.
• Data entry experience.
• Advanced analytical and data interpretation capabilities.
• Computer literacy.
• Ability to work independently and collaboratively, fostering a positive team environment.
• Capacity to approach challenges with lateral thinking and implement change.
• Effective time management and task prioritisation skills.
• Proficiency in oral and written communication.
• Ability to perform under pressure.
• Self-motivation.
• Experience with the SAP system.

Other Important Information

• SCT reserves the right to initiate recruitment proceedings before the stated closing date.
• The successful candidate will be required to undergo an Australian Federal Police check and a Pre-Employment Medical (for specific roles), which will be arranged and funded by SCT.
• Recruitment agencies are not invited to apply.

SCT is an equal opportunity employer, recognising the value and importance of diversity. We encourage applications from all potential candidates, including women and individuals from Aboriginal and Torres Strait Islander backgrounds.