Customer Service Coordinator (Team Member)

Date: Jun 22, 2026

Location: Dandenong South, VIC, AU, 3175

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Company: Gates Corporation

Essential Duties and Responsibilities

Handles, organizes and responds to customer service calls and email inquiries promptly.

Communicates with customers to address issues, concerns, requirements and complaints.

Offers alternative products to customer (if requested product is out of stock).

Responds to requests within set Service Level Agreement timeframes.

Processes orders: checks manual and EDI orders, enters orders into the system before cut-off time or within same day of receipt of order.

Responds to customer calls in a manner that establishes Gates as the foremost service company in our industry, ensures minimal delay in addressing our customers' needs.

Relays customer quality concerns to the appropriate associates or departments while actively ensuring that customer expectations and requirements are fulfilled.

Proactively seeks opportunities to enhance services and response times and to provide premium customer service.

Complies with company policy, procedural, and training requirements, including health and safety.

Keys to Success

Requires professionalism and respect in communicating with customers and co-employees;

Has accurate understanding of individual customer and Gates requirements,

Requires accuracy of information provided to customers and of information entered in the ordering system,

Requires establishing trust-based connections and relationships with clients,

Requires ability to resolve customer complaints with empathy, and

Requires ability to offer effective solutions, while adhering to company policies and procedure, including our Health, Safety, and Environment policies.

Supervisory Responsibilities

None

Likely to act as an informal resource for associates with less experience

Provides informal guidance and support to team members

Requirements and Preferred Skills

Minimum of 2-3 years of working experience in a similar role or industry. Experience in premium customer service preferred.

Knowledge of best practice Customer Service (relevant qualifications desirable)

Proficient in using MS Office and other relevant business software.

Experience with SAP or relevant top tier ERP

Others

Excellent oral and written communication skills

Excellent listening skills, comprehension of customer needs, and ability to deliver effective solutions accordingly.

Confidence in speaking on the phone with customers, preferably in a previous customer service role

Robust interpersonal and human relation skills, essential for handling a fast-paced office environment and a demanding customer base

Ability to work independently, remaining self-driven and focused.

Attention to detail

Can perform effectively under pressure.

Strong organizational skills and prioritization abilities to handle a diverse workload.

Ability to collaborate closely with other GAPL staff.