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Join to apply for the Customer Experience Coordinator role at JB Hi-FiJoin to apply for the Customer Experience Coordinator role at JB Hi-FiGet AI-powered advice on this job and more exclusive features.Company DescriptionAt JB Hi-Fi, were more than just one of Australias largest and most trusted retailers our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices.Company DescriptionAt JB Hi-Fi, were more than just one of Australias largest and most trusted retailers our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices.We offer unbeatable value, world-class brands and exceptional customer service across our 300+ store network, online, and in our commercial division, JB Hi-Fi Business.JB Hi-Fi is the perfect place to power your career, and were excited to hear from you.Why join JB Hi-Fi?Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).Fantastic discounts across the JB Hi-Fi Group, including access to VIP supplier pricing and promotions.We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.Our Employee Assistance Program (EAP) provides counselling and a wide array of other wellbeing resources for our team members and their families.Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.Job DescriptionAs the Customer Experience Coordinator, you will be responsible for managing and resolving cases that originate from inbound customer inquiries (via email, form submission, or direct input from the Customer Care Team). You will also be responsible for efficiently providing quoting, order fulfilment services to our customers while also ensuring the smooth handling of backorders, supplier follow-ups, and escalations from the Customer Care Team.Key Responsibilities Include, But Are Not Limited ToTaking ownership of complex cases that cannot be resolved during the first contact and ensure. thorough resolution by capturing all necessary details and updating Salesforce.Managing backorder follow-ups and supplier coordination to ensure timely delivery of customer orders.Handling complex quotes and orders that involve bespoke requirements, collaborating with Account Managers where necessary.Ensuring adherence to SLAs for case resolution, and proactively communicate with customers to provide updates on case status.Driving improvement in customer satisfaction (CSAT) and net promoter score (NPAS) outcomes scores through consistent, high-quality case management.Collaborating with the Senior Customer Experience Coordinators on escalated or complex cases that require additional support.QualificationsTo be successful in this role, you will need:Proven experience in case management or customer service roles, ideally within a commercial or B2B environment.Strong written and verbal communication skills, with the ability to handle escalated cases professionally and clearly.Demonstrated ability to handle complex cases, resolve issues independently, and escalate when required.An ability to accurately manage multiple cases, track progress, and follow up to ensure timely resolution.Experience working across teams, particularly with sales, fulfilment, and suppliers to resolve customer cases.Strong organisational skills, with the ability to manage multiple cases and priorities at the same time.Proficiency in using CRM systems, particularly Salesforce, CPQ, and Service Cloud for case management and customer service.Familiarity with Salesforce or similar CRM platforms is highly regarded, desired.Experience handling order fulfilment processes and supplier follow-ups, desired.Understanding of CSAT, NPAS, and case management performance metrics, desired.Additional InformationIf you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you dont meet 100% of the criteria) please dont hesitate to apply!To Be Successful In This Role, You Will NeedProven experience in case management or customer service roles, ideally within a commercial or B2B environment.Strong written and verbal communication skills, with the ability to handle escalated cases professionally and clearly.Demonstrated ability to handle complex cases, resolve issues independently, and escalate when required.An ability to accurately manage multiple cases, track progress, and follow up to ensure timely resolution.Experience working across teams, particularly with sales, fulfilment, and suppliers to resolve customer cases.Strong organisational skills, with the ability to manage multiple cases and priorities at the same time.Proficiency in using CRM systems, particularly Salesforce, CPQ, and Service Cloud for case management and customer service.Familiarity with Salesforce or similar CRM platforms is highly regarded, desired.Experience handling order fulfilment processes and supplier follow-ups, desired.Understanding of CSAT, NPAS, and case management performance metrics, desired.Additional InformationIf you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you dont meet 100% of the criteria) please dont hesitate to apply!Seniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesRetailReferrals increase your chances of interviewing at JB Hi-Fi by 2xSign in to set job alerts for Customer Coordinator roles.Melbourne, Victoria, Australia 5 days agoMoorabbin, Victoria, Australia 4 days agoMelbourne, Victoria, Australia 6 days agoCustomer Service Coordinator (Invoicing Support) - MelbourneMelbourne, Victoria, Australia 23 hours agoMelbourne, Victoria, Australia 1 week agoSouthbank, Victoria, Australia 6 days agoCoordinator Customer Support - MelbourneMelbourne, Victoria, Australia 2 months agoCustomer Service Coordinator (Invoicing Support) - MelbourneMelbourne, Victoria, Australia 5 days agoDerrimut, Victoria, Australia 3 weeks agoSouthbank, Victoria, Australia 4 days agoTiffany Service Center Coordinator | Maternity Cover | MelbourneMelbourne, Victoria, Australia 2 weeks agoCaulfield South, Victoria, Australia 1 week agoSouthbank, Victoria, Australia 6 days agoSunshine West, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia A$85,000.00-A$110,000.00 1 day agoSouthbank, Victoria, Australia 5 days agoPacific Region Supply chain & Customer Service CoordinatorMelbourne, Victoria, Australia $82,000.00-$95,000.00 4 hours agoMelbourne, Victoria, Australia 5 days agoMelbourne, Victoria, Australia 16 hours agoCustomer Service Representative - July 2025Melbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia A$75,000.00-A$85,000.00 1 day agoCustomer Service & Engagement CoordinatorMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia A$35.00-A$36.00 1 week agoCustomer Service Officer (Scheduling/Rostering)Melbourne, Victoria, Australia 2 weeks agoCustomer Experience Coordinator - TraineeshipDerrimut, Victoria, Australia 2 months agoClient Services Administrator Port MelbournePort Melbourne, Victoria, Australia 2 weeks agoWere unlocking community knowledge in a new way. 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