Hire Coordination Specialist

• Copy And Paste Job Description Here

  We're the global leader in providing energy solutions that help businesses grow and communities thrive.

  We work as a team and we’re proud of the difference we make to customers, to local communities, and towards a sustainable future for the world. 
  
  We are hiring immediately for a Hire Co-ordination Specialist to join our team in our Braeside office. This role will help us to power progress for our customers.

  Why Aggreko? Here are some of the perks and rewards.

  • Work from home or in a local service centre based in Braeside, Victoria.
  • Competitive compensation.
  • Bonus program.
  • Paid training programs and tuition reimbursement.
  • Safety-focused culture.
  • Community volunteering program.
  • A range of career development opportunities.

  What you’ll do: 

  • Handle incoming customer calls to address equipment, service, or contract issues.
  • Maintains and supports customer and supplier relationship(s)and handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Locate and coordinate supplies from internal and external sources to fulfil orders in a cost effective manner.
  • Supports the sales function with regards to customer orders, post-order follow-up activities and in expediting the process as well as generate sales leads.
  • Where necessary, translates customer requirements across multiple systems, ensuring the operational teams are well versed in customer requirements.
  • Contracts management into Aggreko system.

  You’ll have the following skills and experience:

  • Minimum of 5 years of relevant Customer Service experience.
  • PC literary in a Microsoft environment and ERP system.
  • Proven Customer focus with a strong sense of urgency for creative solutions.
  • Acute attention to detail.
  • Strong interpersonal and stakeholder management experience.
  • Exposure to Salesforce CRM systems would be an advantage.

  If you're ready to take on a challenging yet rewarding role in a dynamic environment, apply now to be a part of our dedicated team at Aggreko.

  Bring your energy. Grow your career. 

  #LI-MP1

• Additional Job Description

  Additional Job Description

  Title:

  Hire Coordination Specialists

  Reports to: 

  Hire Coordination Specialist – Team Lead

  Department/Business:

  Customer Experience

  Direct reports:

  N/A

  Grade/Internal Job Title:

  Grade # / Internal Job Title (Internal HR use only)

  About this job:

  Responsible for managing the relationship with our customers throughout the hire duration; acting as the sole point of contact with the customer, representing them with the Operations & Sales teams

  Sound like you? Here’s what you’ll need to demonstrate:

  Customer Focus

  Dedicated to meeting the expectations and requirements for customers; gets first hand customer information, acts with the customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

  Accountability & Ownership

  Takes ownership of customers problems and assumes responsibility for actions, decisions and communication; driving for a successful outcome.

  Informing

  Provides the information people need to know to do their jobs and to feel good about being a member of the team; provides individuals information so that they can make accurate decisions; is timely with information

  Quality Focus

  Has a high level of commitment to not only doing your job but doing it well; knowledgeable on products and services; detailed orientated to provide customers with the most comprehensive and efficient solutions possible.

  Problem solving

  Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers

  Patience & Listening

  Is tolerant with people and processes; listens and checks before acting; tried to understand people and the data before making judgements & acting; waits for others to catch-up before acting; sensitive to due process and proper pacing; follows established process; Practices attentive and active listening; had the patience to hear people out; can accurately restate the facts and opinions of others even when he/she disagrees

  Negotiating

  Can negotiate skilfully in tough situations with both internal and external groups; can settle differences with minimum of noise; can win concessions without damaging relationships; can be forceful and direct as well as diplomatic; gains trust quickly and has a good sense of timing

  Integrity & Trust

  Is widely trusted; is seen as a direct and truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain

  Positive Attitude

  Displays a positive attitude about the work to be done; addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner. Leads by example and sets standards for professional behaviour

  Desired skills:

  We’re Experts. You will have the following experience:

  • Minimum of 5 years of relevant Customer Service experience,
  • PC literary in a Microsoft environment and ERP system
  • Proven Customer focus with a strong sense of urgency for creative solutions
  • Acute attention to detail
  • Excellent inter-personal skills with the ability to communicate across all levels of the organization, including, strong written, oral, facilitation, and presentation skills
  • Collaborative style with decisive, results-oriented approach
  • Ability to self-direct and self-manage
  • Willingness to learn all aspects of the business

  Your key responsibilities:

  We’re Dynamic & Innovative.

  • Manages the relationship with the customer throughout the life of the hire.
  • Supports the sales function with regards to customer orders, post-order follow-up activities and in expediting the process.
  • Where necessary, translates customer requirements across multiple systems, ensuring the operational teams are well versed in customer requirements
  • Assumes responsibility for the communication and customer agreement of variations to the original order, including changing technical requirements, hire extensions and additional services.
  • Has responsibility and ownership for all relevant customer queries.
  • Maintains high levels of customer satisfaction and positively impacts the customer feedback KPIs
  • Answers inbound telephone calls, emails, and other channels and deals with them promptly and efficiently against KPIs
  • Positively manages the customer experience through well-defined touchpoints

  The people you’ll work with:

  We’re Together.  In this role, you will have the opportunity to directly contribute to the success of your colleagues and interact with the wider Aggreko team.

  Other information you should know:

  Physical Requirements:

  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequent periods are spent sitting and standing in the same location. While performing the duties of this job, the employee may occasionally be required to move about or lift light objects (typically less than 15 lbs.)

  Work Environment:

  The regular work environment is usually an office setting with conditions typical of an office. The employee may infrequently be exposed to other conditions, such as outside weather conditions. The work environment usually has a quiet to moderate noise level. You may be asked or required to work after regular business hours including nights, weekends, and holidays.

  Disclaimer:

  This information should not be construed as the position’s exclusive standards. Performing other assigned duties is required. Employees are responsible for knowing and following all company policies and procedures and Federal, State, and Local governmental regulations including Environmental Health and Safety requirements while working and representing Aggreko.

  Purpose:
  Positions holders are responsible for the efficient running of the customer centre, to increase customer satisfaction, loyalty and retention, exceeding customer expectations which can include management or provision of technical and/or non-technical customer service.

  • In-person customer service such as planning schedules , product returns, Remote/virtual customer service via phone, email, online chat, or text such as escalated customer issue support, post-sales product support, field service dispatching, etc.
  • Processing orders from customers and resolving complaints •Advising customers on product shortages, expected delivery dates, price changes, etc.
  • Acting as liaison between customers, production and distribution departments.
  • Raising invoices, chasing payments and first line point of contact for issues with invoice payments (including cash recovery).

  
  Accountability Level:
  Entry level professionals or highly experienced operations/technical/support Jobs. Typically completed higher education/qualification or requires expert technical operational knowledge of procedures and tools obtained through extensive work experience. First point of escalation for non-routine situations. Provides assistance and training to lower level employees.
  
  Key Responsibilities:

  • Handle incoming customer calls to address equipment, service, or contract issues.
  • Maintains and supports customer and supplier relationship(s).
  • Locate and coordinate supplies from internal and external sources to fulfil orders in a cost effective manner.
  • Supports the sales function with regards to customer orders, post-order follow-up activities and in expediting the process.
  • Where necessary, translates customer requirements across multiple systems, ensuring the operational teams are well versed in customer requirements.
  • Assumes responsibility for the communication and customer agreement of variations to the original order, including changing technical requirements, hire extensions and additional services.
  • Maintains high levels of customer satisfaction and positively impacts the customer feedback KPIs.
  • Ensure the accuracy and efficiency of contacts and customer / job data.
  • Responsible for the Service administration teams supporting the hire process.
  • To ensure internal and external customer satisfaction, through timely, effective and efficient depots administrative process.
  • Contracts management into Aggreko system.
  • Issue accurate and timely the customer invoices on a daily, weekly and monthly basis.
  • Creation Clients into the system.
  • Manage the available ‘credit’with cash hires to ensure no bad debts, and follow up credit customers’ status approval by agent.
  • Daily completion of invoicing.
  • Organise fuel management for any customers who have requested it.

  
  Typical Experience:
  University Degree / Specialised Diploma / Vocational Training

Equity, diversity and inclusion at Aggreko

We welcome people from different backgrounds and cultures, and respect people’s unique skills, attitudes and experiences. We encourage everyone to be themselves at work because we know that’s how we do our best, for each other, for our customers, for the communities where we work, and for our careers.

We are an equal opportunity employer. If you apply for a role at Aggreko, we will consider your application based on your qualifications and experience, and not on your race, colour, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.