Sales Support Coordinator - LTO

Be Part of Our Next Chapter 

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

Join our Front-End Sales Operations Team as a Customer Sales Support Coordinator at Coates Group. In this role, you'll manage external customer communication related to enrollment, quotes, and sales orders within our New Stores, Remodels, and Take-over programs. Your expertise in handling challenging customers and critical requests is essential. Working closely with our North America back-end sales operations team, deployment team, and supply chain team, you'll ensure a seamless flow from Lead to Order conversion. Additionally, effective communication with Coates Group's Global Shared Services team (GSS Team) is a vital aspect of the Front-End Sales Operations team.

Responsibilities:

• Deliver outstanding customer service by promptly responding to customer inquiries via various channels, such as phone or email. Resolve customer complaints and concerns with professionalism and empathy.
•  Develop a deep understanding of Coates tech products, services, and features to offer accurate and comprehensive solutions to customer inquiries.
• Effectively manage and track customer issues using Coates support software, ensuring thorough documentation and timely resolution of follow-up actions
• Collaborate with internal departments such as account management, deployment, supply chain, and support, to convey customer feedback, report issues, and foster a customer-centric company culture.
• Handle escalations from Franchisee’s in a timely and efficient manner. 
• Proactively reach out to Franchisees to prevent delays in orders.
• Send out quotations, hand-over emails and customer inquiry emails daily.

Qualifications & Experience:

• High school diploma or equivalent; Bachelor's degree in a related field is a plus.
• Demonstrated experience or proven aptitude for customer service or support.
• Proficient in Microsoft Office, particularly Excel.
• Familiarity with Salesforce, Synergy, or Exact is a plus. A strong grasp of technology and the ability to quickly learn and use software and applications is essential.

Success Factors:

• Timely response to customer calls and emails, ensuring a turnaround within 24 hours.
• Follow up Weekly on unresponsive customers to ensure our downstream processes are not compromised
• Send handover email to Deployment team within 48 hours of a quote being signed.
• Collaborate with back-end Sales Operations team & deployment teams to verify and ensure the accuracy of all data in Sales Orders for a smooth handover
• Embrace and embody Coates Core Values every day. 
• Help drive process automation to improve the relationship with the customer.

Capabilities:

• Strong written and verbal communication skills with a professional demeanor.
• Team player with the ability to work independently. 
• Effective collaboration with various departments to meet customer needs
• Innate ability to build and maintain positive customer relationships
• Exceptional problem-solving skills and a genuine passion for customer assistance
• Proficient multitasking in a fast-paced environment with high volumes of customer inquiries.

About Coates

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.

Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.

Join a Crew that Cares

Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).

The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.

Be inspired To Be More

We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).