This is a Customer Service Administrator Co-ordinator role with Rheem Australia based in Sydney, NSW, AU Rheem Australia Role Seniority - junior, mid level More about the Customer Service Administrator Co-ordinator role at Rheem Australia About Us Rheem is a global manufacturer of heating, cooling and water heating equipment, we’re innovating new ways to deliver a great customer experience while saving energy, water and supporting a more sustainable future. At Rheem, we believe that great work begins with great values. We listen to understand, contribute respectfully, think creatively and act with responsibility. These principles guide everything we do, and we’re looking for people who share them. Join Rheem and help shape the future of products that impact people's lives every day! Why work for us Work with an iconic Australian brand & market leader Subsidised Canteen & Free on-site parking at our Rydalmere office Great team environment Flexible hybrid working arrangements once trained Discounts on our products for you, your friends and family Retail benefits and discounts Salary sacrificing options The role We’re looking for a proactive and detail driven Customer Service Administrator Coordinator to support our National Customer Service team. In this role, you’ll handle customer escalations, warranty claims, pricing disputes and service contract administration — all while helping us deliver the exceptional service our customers expect. About The Role As part of our Enquiry Support Team, you’ll coordinate the behind the scenes processes that ensure smooth and timely resolution for customers, service agents and internal stakeholders. No two days will look the same. You’ll be assisting with escalations, preparing formal responses, processing claims, completing reporting, and identifying improvement opportunities to enhance customer experience. Key Responsibilities Manage and coordinate customer escalations through to resolution Communicate with customers to acknowledge enquiries and provide updates Liaise with Service Managers/Supervisors for investigation and response sign‑off Process warranty claims from third party service agents Manage merchant pricing claims (damaged goods, incorrect pricing, returns) Establish and schedule Service Maintenance Contracts Support updates to Customer Service SOPs and work instructions Produce daily and monthly reports on complaints and warranty volumes Complete monthly accruals for warranty and service expenses Maintain accurate customer records and documentation Identify and contribute to process improvements About You To be successful in this role you will have; Experience in customer service, complaints or resolutions Strong background in dispute handling with both internal and external stakeholders Experience using SAP (preferred) Proficiency with Microsoft Office Understanding of Consumer Law and warranties Experience dealing with Fair Trading (highly regarded) Professional, empathetic and customer focused communication style Strong attention to detail and a continuous improvement mindset Ability to work collaboratively in a fast paced team environment If this sounds like you, APPLY NOW. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Rheem Australia team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Managing customer escalations ✉️ Communicating with customers Processing warranty claims Key Strengths Customer service experience ⚖️ Dispute handling Attention to detail SAP proficiency Microsoft Office proficiency Understanding of Consumer Law A Final Note: This is a role with Rheem Australia not with Hatch.
