Order Management and Logistics Customer Support Coordinator

Job Title

Order Management and Logistics Customer Support Coordinator

Job Category

Supply Chain Management

Job Description

Put a LIFT in Your Career! Hyster-Yale Material Handling (HYMH), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for Order Management and Logistics Customer Support Coordinator to join the team. HYMH designs, engineers, manufactures, and distributes a comprehensive line of lift trucks and aftermarket parts marketed globally under the Hyster and Yale brand names. We are one of the global leaders in the Material Handling industry and have been building relationships and partnering with our customers, dealers, suppliers, and employees for over 100 years.

Hyster-Yale is looking for a self - driven & energetic Order Management and Logistics Customer Support Coordinator to join the Team at their Sydney office in Prospect, NSW. The Customer Service Coordinator will ensure that dealers and internal customers have the support and tools available, to effectively quote & sell HYMH units through Salesforce CRM & CPQ systems. The role is an integral part of our dealer sales organization support. 

Ensuring that dealers and the business have the support required for order placement and order management activity. As a front-facing customer contact the incumbent should be able to withstand pressure from both external and internal sources, whilst maintaining an effective and professional service at all times. Must be able to identify issues early and seek appropriate support (within company locally or globally) to resolve quickly.

Primary Purpose of the role:

• First point of contact for all order management and logistics for all dealers and internal inquiries for Pacific region.
• Ensure all inquiries are actioned within agreed timelines (KPI driven) 
• Provide timely reports and updates on the required business functionalities to HYMH AP - Supply Chain, Sales & Support teams.
• Coordinate communication between global network of factories & various global system teams for issue resolution and successful order placement and management
• Salesforce (CRM/CPQ) training for dealer sales teams
• Liaison with dealers on orders and shipping related enquiries with accurate Estimated Time of Arrivals' (ETAs) 
• Work closely with the factories on CTS dates and timely shipments.

Key Result Areas:

Dealer and Internal Support:

• First point of contact for all order management and logistics for all dealers and internal inquiries for Pacific region.
• The role will be the conduit between the HYMH Pacific dealer network and all internal departments 
• Use CM (Contact Management) as primary communication tool – along with email & phone and virtual meetings as / when required. 
•  Provide Salesforce (CRM/CPQ) training to dealer sales teams.

2. Order Entry + Management Support:

• Must be able to support dealers and internal teams with required order management and logistics activity. 
• Support Pacific Sales by processing internal HYMH stock orders through NOVO.
• Responsible for the order management process (i.e. order revisions and cancellations that are required by the dealer, HYMH AP and/or factories).

3. Reporting:

• Provide timely reports and updates on the required business functionalities to HYMH AP - Supply Chain, Sales & Support teams.
• Populate Power BI reports to support sales teams.

4. Process Improvement:

• Identification and implementation of departmental improvement initiatives.
• Participation in cross functional project groups across Asia Pacific.

5. Logistics:

• Liaison with dealers on orders and shipping related enquiries with accurate ETA’s 
• Work closely with the factories on CTS dates and timely shipments
• Checking of freight and customs related invoices for designated shipments
• Update storage location in the ERP system for new stock trucks 
• Update Shipping forecast and liaise with Finance team (shipment approval processes in collaboration with Finance) 
• Assistance in regular reporting and ad hoc tasks assigned by the Sales team.

If this role sounds interesting to you, please apply via link below:

• Tertiary qualifications with major in Operations, Management or similar
  and / or Certification in Customer Service Management or IT support.
• Strong dealer-based customer service (expected)
• 3+ years in a similar role (preferred)
• Familiarity with at least basic CRM / ERP tools (preferred)
• MS Office (basic-intermediate level) (expected)
• Ability to work across multiple systems. 
• Clearly communicate resolutions to dealer and internal issues and / or inquiry within agreed timeframes.
• Identify & use of appropriate escalation channels to solve dealer and internal requests in a timely manner.

Job Type

Permanent

Time Type

Full time

Work Hours

40

Travel Required

No

Location

HY Asia Pacific Australia Sydney

Address

Unit 1, 23 Rowood Road

Post Code

2148

Field-Based

No

Relocation Assistance Available

No