Key Account Customer Service Coordinator

Job Description

Key Account Customer Service Coordinator Novofit's vision is to be the most dependable commercial fitness equipment supplier in Australia. We are a fast-paced, dynamic business privately owned and supporting some of the biggest fitness brands and gyms nationally. For 40 years NovoFit has been maintaining long-term strategic partnerships with the world's best-in-class fitness brands, developing our industry expertise, delivering state-of-the-art fitness facilities throughout Australia and the Asia Pacific. Our customers include Anytime Fitness, Snap Fitness, Plus Fitness, Genesis Health & Fitness amongst many others. We are proudly Australian owned and run, seeking a seasoned customer service professional to be the backbone of our key client service relationships. If you thrive on solving problems, building trust, and delivering top-tier service, this is your chance to make a real impact. The Key Account Customer Service Coordinator works with and reports directly to the National Customer Service Manager, whilst coordinating various key stakeholder relationships specifically related to our Key account customer groups. As the Key Account Customer Service Coordinator, you will be the primary point of contact for some of our key national accounts for all things service related. Ensuring that we are meeting their service needs with efficiency, professionalism, and a problem-solving mindset. You will manage service requests, coordinate with technicians and contractors, and proactively follow up to ensure timely resolutions. This position requires someone who thrives in a fast-paced environment, can prioritize tasks effectively, and is quick to respond to customer inquiries. Key Responsibilities: Serve as the dedicated service contact for key accounts, ensuring prompt responses and high-quality service Manage and allocate service requests received via Netsuite FSM, website, or phone Provide initial troubleshooting, diagnosis, and support for service inquiries Coordinate daily technician and contractor scheduling across multiple states Liaise with clients, subcontractors, and technicians regarding service updates and spare part orders Monitor and follow up on open service jobs, ensuring they are completed within agreed timeframes Maintain service records accurately within Netsuite FSM Process invoices for completed jobs Contribute to improving customer service processes and finding creative solutions to challenges The Talents You Bring: Proven experience in customer service, service coordination, or account management Exceptional verbal and written communication skills, with the ability to build strong relationships A proactive problem solver who can think outside the box to resolve customer issues Ability to work efficiently under pressure in a fast-paced environment Strong attention to detail and ability to multitask Excellent time management and organisational skills Proficiency in Microsoft Office and general computer literacy Experience with NetSuite (Oracle) or similar ERP systems is highly advantageous Why Join Novofit? You’ll learn new skills, develop existing ones, deepen your experiences, and join a team of highly professional and very committed people. We can offer: Training and development opportunities An Employee Assistance Program (EAP) that’s available to all staff Free gym membership at approved partner venues Rewards & Recognition program NovoFit products at cost plus 15% for yourself and immediate family Seniority level: Mid-Senior level Employment type: Full-time Industries: Wellness and Fitness Services #J-18808-Ljbffr