About Us
At Hyster-Yale Material Handling (HYMH), we are a world-class manufacturer of industrial lift trucks, dedicated to designing, engineering, manufacturing, and distributing a comprehensive line of lift trucks and aftermarket parts marketed globally under the Hyster and Yale brand names. With over 100 years of experience in the Material Handling industry, we have built strong relationships and partnerships with our customers, dealers, suppliers, and employees. Our commitment to innovation, quality, and customer satisfaction has made us one of the global leaders in the industry.
About the Role
We are seeking an experienced and self-driven Order Management and Logistics Customer Support Coordinator to join our team at our Sydney office in Prospect, NSW. As a key member of our dealer sales organization support, you will play a vital role in ensuring that dealers and internal customers have the support and tools available to effectively quote and sell HYMH units through Salesforce CRM & CPQ systems.
Key Responsibilities
- 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.
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).
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.
Process Improvement
- Identification and implementation of departmental improvement initiatives.
- Participation in cross-functional project groups across Asia Pacific.
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.
Requirements
To be successful in this role, you will need:
- Tertiary qualifications with a major in Operations, Management or similar, and/or Certification in Customer Service Management or IT support.
- Strong dealer-based customer service experience.
- 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.
Career Growth Opportunities and Learning Benefits
We offer a range of career growth opportunities and learning benefits, including:
- Professional development and training programs.
- Mentorship and coaching from experienced colleagues.
- Opportunities for advancement and career progression.
- Access to industry-leading technology and tools.
- A supportive and collaborative work environment.
Work Environment and Company Culture
We pride ourselves on our positive and inclusive company culture, which values:
- Collaboration and teamwork.
- Open communication and transparency.
- Continuous learning and development.
- Work-life balance and flexibility.
- Recognition and reward for outstanding performance.
Compensation, Perks, and Benefits
We offer a competitive salary and a range of benefits, including:
- A comprehensive salary package.
- Generous leave entitlements.
- Access to employee assistance programs.
- Professional development and training opportunities.
- A supportive and inclusive work environment.
How to Apply
If you are a motivated and customer-focused individual with a passion for order management and logistics, we encourage you to apply for this exciting opportunity. Please submit your application via the link below:
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We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.
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