Service and Logistics Coordinator

Service and Logistics Coordinator Light and Sound Solutions – WeCare

Do you have a passion for delivering exceptional customer service? Do you have strong organisational skills and the ability to manage both people and logistics effectively? We invite you to be part of our growing team at Light and Sound Solutions! Salary is negotiable depending on experience.

About Us:

Light and Sound Solutions is a well-established leader in the audio-visual industry, operating throughout Melbourne and Regional Victoria. We provide high-quality Audio Systems, Vision Systems, AV and Lighting Control Systems, Stage Drapes, and Machinery for a diverse range of projects, including theatres, town halls, sporting venues, places of worship, government, and education facilities. As we continue to grow, we are seeking a dedicated Service and Logistics Coordinator to oversee and enhance our service operations, including smooth coordination of incoming and outgoing freight, answering phone inquiries, assisting with ad-hoc sales inquiries, managing processes and invoicing for service jobs, and providing top-notch customer service.

The Role:

As the WeCare Service Coordinator, you will be responsible for managing the after-sales service operations, overseeing the servicing and maintenance of AV systems, managing the logistics of incoming and outgoing freight, answering phone calls, assisting the sales team with ad-hoc service based sales inquiries, and ensuring timely deliveries. You will look after the process flow for WeCare service jobs and long term agreements, from initiation to completion, including invoicing small sales and service requests. You will play a key role in ensuring customer satisfaction and maintaining our company’s high standards of service. You will work closely with the projects team and other internal departments to streamline operations.

Key Responsibilities:

Customer Service & Phone Enquiries: Answer incoming service-related phone calls, providing exceptional customer service, assisting with service inquiries, and redirecting calls when necessary.

Service Requests: Logging of service requests from clients, coordinating repair and maintenance schedules with clients and WeCare Service Technicians, and ensuring prompt resolution of issues in line with client expectations and KPI’s.

Service Level Agreements: With the team you will proactively manage SLAs and maintain strong relationships with clients.

Freight: Manage all incoming and outgoing freight, including liaising with suppliers, arranging shipping and receiving of equipment, ensuring inventory control, and tracking shipments.

Logistics: Coordinate with the team to ensure that all products and parts required for repairs, installations, and projects are accurately organized, prepared and shipped.

Process: Oversee the entire process for WeCare service jobs, from customer requests through to completion, ensuring each job follows the proper process, timelines, and customer requirements.

Invoicing: Manage the invoicing for WeCare service jobs, small sales, and related activities, ensuring that all invoices are accurate and processed in a timely manner.

Team Coordination: Supervise and guide a team of technicians and warehouse staff to ensure the smooth execution of service-related tasks, from maintenance and repairs to stock handling and shipping.

Inventory: Track and manage stock levels of replacement parts, equipment, and consumables, ensuring that the right materials are available when needed.

Documentation & Reporting: Maintain accurate records of service requests, repairs, freight transactions, invoicing, and inventory management, and provide regular reports on service performance.

Process Improvement: Develop and implement processes to enhance service delivery, improve operational efficiency, and reduce costs in the service department.

Compliance: Ensure all service work adheres to relevant safety standards and compliance requirements.

Key Requirements:

Proven experience in service management or a similar role, ideally in the AV, electrical, or logistics sectors.

Strong organisational and time management skills, with the ability to manage multiple tasks and priorities.

Experience in managing and coordinating logistics, including incoming and outgoing freight and inventory control.

Experience with process management for service jobs and small sales, ensuring smooth workflows and timely delivery.

Strong leadership and team management skills, with the ability to motivate and guide staff.

Excellent communication skills, with the ability to liaise with clients, suppliers, and internal teams effectively.

Sound problem-solving abilities, with a customer-focused approach to service delivery.

Knowledge of warehouse management systems or similar software is preferred.

A strong understanding of OH&S regulations and a commitment to maintaining a safe working environment.

Experience in invoicing and managing billing processes for service jobs and small sales.

Desirable Skills:

Experience with audio-visual systems and equipment maintenance.

Knowledge of AV-related inventory and product specifications.

Experience in using Office 365, CRM systems, Freshdesk, DTools and basic financial management tools.

What We Offer:

A dynamic and supportive work environment where collaboration is key to our success.

Opportunities for growth and development within a successful and expanding company.

Competitive salary package and employee benefits.

A chance to be part of an innovative and growing team in the audio-visual industry.

Brand new office and warehouse with on site parking

How to Apply:

If you are ready to take the next step in your career and contribute to the success of our growing business, apply now! Please send your resume and a cover letter detailing your relevant experience and what you can bring to the WeCare Service Manager role to [email protected]. For more information, please call our office at 0394455800.

We look forward to hearing from you!

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