Work with Australia's #1 Electronics and Entertainment Retailer

About Us

JB Hi-Fi Business is one of the fastest growing divisions of the JB Hi-Fi Group. We are the market leader in strategic technology procurement with an expansive portfolio including End User Compute, Mobile Devices, IT Hardware, Software Licensing, Networking and Data Centre Infrastructure plus AV Equipment. JB Hi-Fi Business also offers, in partnership with Telstra, a full suite of data and mobile services.

JB Hi-Fi Education is part of JB Hi-Fi Business and delivers a wide range of technology solutions and services specifically tailored to the Education sector. Led by established device programs and specialist technical services this team is growing and a leading provider in this vertical.

Why Join Us?

• We have a supportive, transparent and inclusive team
• JB Hi-Fi and The Good Guys are multi-award winning, iconic retail brands with a rich history in the Australian retail market
• We support vulnerable members of our community by making donations to our ‘Helping Hands’ and ‘Doing Good’ workplace giving programs. Every dollar our team donates is matched and together we have donated more than $33m to our charity partners.
• We offer generous team member discounts across The Good Guys and JB Hi-Fi
• You will have exposure to ongoing training & development opportunities from day one
• We offer fantastic long-term career opportunities across the broader JB Hi-Fi/The Good Guys group

About the role

The Education & Warranty Services Coordinator is responsible for ensuring the timely and efficient processing of faulty, defective, and damaged devices within the Commercial division, helping to minimize risks to customers and prevent financial losses by maximising vendor credits.

Key Responsibilities & Requirements:

• Work collaboratively with all JB teams including stores, fulfilment, sales and other stakeholders to deliver a positive experience for the customer by facilitating customer returns to Warranty Services and effectively resolving customer return queries.
• Manage customer returns, ensuring prompt and effective resolution and communication of any improvement opportunities, including:
  • Provision of remedy in line with Bluebook guidelines.
  • Arranging collection of faulty items.
  • Processing returns with vendors and claiming credits where appropriate.
  • Reporting and escalation of any patterns found.
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• Contribute to the management of effective processes and systems to ensure quality records management and returns inventory integrity.
• Transfer knowledge of returns processes collaboratively with relevant teams to eliminate wastage and ensure customer service excellence.
• Perform administrative tasks such as handling quotations, invoicing, ticket triage, parts ordering & return stock management, and updating Education & Warranty Services processes and procedures as required.
• Ensuring vendor and business KPIs are met.
• Co-ordinate new customer onboarding (first 90 days program) and establish communication with new customers where possible.
• Providing customer support including escalations for both warranty and education services.
• Vendor reporting and follow up on compliance tasks including timesheet approvals, WWCC, training requirements.
• Assist in recruitment for the Education team including job ad creation, pipeline management, strike rate management plus coordinating a 6-month onboarding experience and development events.
• Providing superior customer service to our education customer base, establishing it as our unique selling proposition.

About you

To be successful in this role, you will ideally have: 

• Experienced user of Salesforce service cloud and Financial Force is highly desirable
• Basic Excel & Word skills are essential
• Strong organisational and time management skills 
• Customer service training and experience problem solving issues would be highly valued

To Apply

If 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 don’t meet 100% of the criteria) – please don’t hesitate to apply! 

Please note: During the festive period, there will be a delay in the recruitment process and responses to enquiries. Please rest assured that all applications received will be reviewed within the first two weeks of the New Year, and you can expect an update on the status of your application after this time.  

We wish you a Happy Holidays and a safe and Happy New Year!