Customer Service and Despatch Coordinator

The Company

Johnson Controls is a global leader in smart, sustainable building solutions, serving customers in over 150 countries. With a workforce of 135,000 employees, we deliver integrated technologies across intelligent buildings, energy solutions, infrastructure, and next-generation transport systems—helping create smarter cities and communities.

Our legacy dates back to 1885 with the invention of the first electric room thermostat. Today, we continue to lead through innovation, sustainability, and a strong focus on our buildings and energy growth platforms.

Tyco Projects, part of Johnson Controls, is a market leader in fire, security, and building efficiency solutions across Australia. Our local expertise in Australian codes and standards enables us to deliver tailored, end-to-end solutions spanning fire protection, security systems, HVAC, power, and energy storage. We partner with customers across diverse sectors to deliver best-in-class, integrated outcomes.

About the Opportunity

We are seeking a highly organised and detail-focused Customer Service and Despatch Coordinator to act as the central point of contact for customer order processing and coordination.

This role plays a critical part in ensuring the seamless execution of orders—from entry through to dispatch—while also managing repair workflows and customer returns (RMA). You will work closely with internal teams across production, logistics, finance, and technical services, as well as external customers and freight partners.

Key Responsibilities

• Accurately process and manage customer purchase orders in ERP (Pronto), ensuring timely order confirmations and delivery commitments

• Coordinate end-to-end order lifecycle, including tracking, updates, and cross-functional alignment

• Maintain production schedules and order tracking systems (Excel & SharePoint) to ensure visibility and accuracy

• Liaise closely with Production and Operations teams to ensure on-time delivery performance

• Manage invoicing processes, ensuring accuracy and timely submission to customers

• Coordinate repair orders and RMA processes, including pricing of non-warranty work and logistics of returns

• Partner with warehouse teams to optimise packing, dispatch, and freight efficiency

• Manage domestic and export shipments, including documentation (commercial invoices, packing lists, certificates of origin) and freight coordination

• Prepare shipping instructions and liaise with freight carriers to ensure timely delivery

• Monitor and report on key metrics, including On-Time Despatch (OTD) performance

• Communicate proactively with customers and internal stakeholders regarding order status, delays, or changes

• Maintain comprehensive documentation and audit trails in line with compliance requirements

Additional responsibilities may include warehouse coordination, inventory accuracy initiatives, and team support where required.

About You

You’ll bring a strong understanding of customer service within a technical, manufacturing, or building services environment, along with the ability to manage complex workflows and multiple stakeholders.

Key requirements:

• Certificate or Diploma in Business, Engineering, Supply Chain, or related field (or equivalent experience)

• Minimum 2+ years’ experience in a customer service, order coordination, or operations role

• Experience working with ERP systems (Pronto highly regarded)

• Exposure to freight/logistics coordination, particularly domestic and export shipments

• Strong organisational skills with high attention to detail and accuracy

• Excellent communication skills and ability to work cross-functionally

Desirable:

• Experience within fire, security, HVAC, or building systems industries

• Exposure to warehouse operations or team coordination

• Understanding of manufacturing or project-based delivery environments

Why Join Johnson Controls?

• Work with a global leader in smart building technologies

• Be part of a high-performing, collaborative team in a specialised industry

• Exposure to diverse technologies across fire, security, HVAC, and energy solutions

• Opportunities for career development within a global organisation

Important Information

• Pre-employment checks will include reference checks, medical assessment, criminal record check, and drug & alcohol testing

• Applicants must have full working rights in Australia

How to Apply

Click APPLY to submit your application confidentially.

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