Parts Credit Returns Coordinator

The Parts Credit Returns Coordinator, based at the front Parts Counter in CPU and reporting to the Warehouse Supervisor: Customer Solutions, plays a critical role in managing and optimising the returns and credit process within the parts business unit. The position ensures accurate and timely processing of credits, while maintaining compliance with company policies, Delegations of Authority, and financial controls. Acting as key point of contact for external customers, the role provides clear guidance on return eligibility, resolves disputes, and delivers a positive customer experience. Beyond transactional duties, the coordinator analyses return trends, identifies process improvements, and collaborates with sales and inventory teams to raise upselling opportunities and minimise financial risk. By combining strong customer service skills with process expertise, this position contributes to customer retention, cost control and continuous improvement initiatives that support the overall success of the business.

Location:  PDC South Guildford, WA

**Roster:**Monday – Friday, 8.5 hours (including .5 for lunch break)

What You'll Do:

• Operate the dedicated parts credit returns counter using the ticketing system; provide prompt, accurate service and clear guidance on eligibility before accepting items. Communicate clearly with customers regarding return policies, reasons for non-acceptance, and the status of their credits to support a positive customer experience.
• Process credits, refunds and adjustments accurately and within DOA, minimising customer wait times and ensuring timely resolution of credit requests in accordance with company policies.
• Own the end‑to‑end returns workflow: goods inspection, system receipting, credit memo creation, customer notification and follow‑through to resolution.
• Collaborate with the Parts Sales Supervisor to convert return interactions into retention opportunities (e.g., alternative parts, substitutions, repair options, expedited freight).
• Analyse return/credit trends (e.g., repeat part numbers, reason codes, supplier issues); produce monthly reporting, develop and implement actions to reduce avoidable returns and cost leakage.
• Liaise with Inventory Control and Finance to reconcile credit accounts, resolve discrepancies, and support month-end close requirements, maintaining accurate records and dashboards. 8. Ensure all work complies with safety procedures, quality standards, DOA, anti-fraud controls and privacy requirements.

Experience and Knowledge:

• Minimum 2-3 years in a similar customer service role
• Provide exceptional, courteous customer service and assistance in all aspects or product offerings and services
• Excellent conflict resolution skills and demonstrated experience in navigating challenging situations
• Excellent communication skills (written, verbal and interpersonal)
• Intermediate computer literacy skills (MS Office Suite and internet-based applications) with demonstrated data entry experience utilising multiple computer systems
• High-level problem-solving skills with the ability to ask the right questions to understand and resolve problems
• Excellent time management skills and the ability to manage multiple tasks in a high-pressure environment
• High level attention to detail
• Ability to work successfully within a team and autonomously
• Demonstrated mechanical aptitude with an ability to interpret procedures in a logical way

Our Benefits inclusive of but not limited to:

• Financial Benefits – Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & More than 600 retail discounts such as Coles, Petbarn, Virgin, HOYTS & Crown.
• Health & Wellness – Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.
• Culture & Career – Personal and Team Recognition (Made for More Awards), Internal Career Progression, Training & Upskilling through our award-winning WesTrac Institute.
• Additional Perks – Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity.

Our Company & Commitment

With over 4,500 employees, WesTrac is one of the world's largest authorised Cat® equipment dealers, offering a wide range of mining and construction equipment and management solutions.

At WesTrac, we reflect diverse communities, celebrate our people's diversity, and create a culture where employees feel safe to be their authentic selves. We encourage applications from First Nations people, LGBTQIA+ individuals, and those from culturally diverse backgrounds. WORK180 endorsed employer for our commitment to diversity, inclusion, and equality.

Reference Number: 5058