Role Overview

The NZ Coordinator is responsible for delivering a high‑quality customer Experience. This role ensures customer orders are processed accurately and efficiently, service activities are coordinated effectively, and logistics and invoicing processes are executed in line with company standards. The position plays a critical role in maintaining smooth day‑to‑day operations, supporting customers, and enabling strong cross‑functional communication.

Main Responsibilities

• Handle inbound and outbound customer telephone calls and email enquiries in a professional and timely manner.
• Provide customers with accurate information regarding orders, deliveries, warranties, and service scheduling.
• Regularly review “on hold” product information and proactively liaise with customers regarding expected delivery timelines.
• Process all warranty claims and communicate outcomes clearly to customers.
• Process sales orders accurately and generate Order Acknowledgements.
• Coordinate closely with the Sales team to ensure customer requirements are understood and fulfilled.
• Liaise with the Finance department regarding customers who have exceeded their credit limits, supporting resolution and communication.
• Coordinate field service staff schedules and activities to meet customer and operational requirements.
• Ensure compliance by verifying Field Resources are properly trained, Contractor Inductions, Supplier protocols are followed, and HSW requirements are consistently upheld.
• Act as a central point of communication between customers, service technicians, and internal teams.
• Provide effective administration to Operations whilst meeting advised deadlines.
• Create and maintain administration systems and procedures for all facets of your role, maintaining and updating them as changes occur, such that the administration function can run smoothly in your absence based on current procedures.
• Liaison/coordinate international shipping activities with supply chain.
• Prepare shipping documentation, including detailing agreed onsite loading requirements.
• Liaise with the Purchasing Officer / Logistics Coordinator regarding stock availability and ordering requirements.
• Generate and process invoices in line with company procedures.
• Maintain accurate records across customer orders, shipping, service activities, and warranty claims.
• Support continuous improvement of administrative and coordination processes.
• Client expectations, pricing queries and complaints are managed effectively, resulting in positive engagement consistent with agreed objectives & KPIs.
• Other duties within your capabilities as required by the business.

Ideal Candidate

• Strong customer service mindset with a professional and approachable manner.
• Highly organised with strong attention to detail.
• Ability to manage multiple priorities in a fast‑paced environment.
• Clear and confident communicator with internal and external stakeholders.
• Proactive problem‑solver with a solutions‑focused approach.
• Ability to work collaboratively across teams while also operating independently.
• Adaptable and resilient, with the ability to manage changing priorities.
• Results orientation and ability to achieve desired results in a professional manner within agreed deadlines.
• Drive and tenacity to operate in a competitive market.
• Delivery of exemplary customer service.

Education / Vocational Requirements

Minimum Qualifications:

• Certificate III or IV in Business Administration, Customer Service, Logistics, or a related discipline (desirable).
• Proven experience in a customer service, operations, or coordination role (essential).
• Experience with order processing, invoicing, and ERP/CRM systems (desirable).
• Strong computer literacy, including Microsoft Office applications (essential).
• Experience coordinating service staff, logistics, or shipping activities (desirable).
• Good communication, literacy and numeracy skills.
• Ability to prioritise workload.
• Ability to work as part of a team, with or without supervision.

Preferred Qualifications:

• Bachelor’s Degree in business or related field

Core Competency

Functional Competencies