Customer Service Specialist

Overview

Join Aggreko in Riyadh as a Customer Service Specialist where you will play a pivotal role in ensuring excellence and integrity in customer service management. Your primary responsibility will involve overseeing the entire rental process from order placement to completion, acting as the main contact point for customer service teams and external customers. By collaborating closely with departments such as Sales, Operations, Credit Control, Billing, and Hire Coordination, you will champion the customer's experience at every critical stage.

Key Responsibilities

• Serve as the main liaison maintaining customer relations throughout the hire period, proactively managing expectations, and providing updates.
• Lead, mentor, and assist the Customer Service team to ensure timely and accurate completion of all customer-related duties, reporting updates to management.
• Manage departmental dashboards, reports, and business tools to maintain achievement of team KPIs.
• Handle inbound communications including calls, emails, and other channels promptly and efficiently according to established standards and KPIs.
• Take ownership of reactive queries, break down complaints, orders, and coordinate with relevant teams to resolve issues swiftly to customers' satisfaction.
• Support the sales team by processing orders, managing change requests, and aiding the integration process of sales orders.
• Communicate customer needs across multiple internal departments and systems ensuring alignment and awareness.
• Verify new sales order documentation and customer data prior to entry into ERP systems like M3 and maintain accurate records in Salesforce.
• Manage customer communications regarding order acknowledgments, deliveries, hire start/end, equipment exchanges, and missing items.
• Work with Credit Control and agents for necessary approvals and assist in setting up new customers.
• Update order changes in Salesforce's T-agreement and support system integration requirements.
• Create and maintain standardized documentation for hire contracts in shared drives.
• Initiate and track hire coordination tasks involving Contracts, Service, and Logistics teams.
• Monitor estimated hire completion dates and relay updates to the Hire Coordination team.
• Issue hire and off-hire confirmations to clients via Salesforce.
• Follow up on contract extensions, purchase orders, missing equipment, and other customer requests to ensure timely processing and invoicing.
• Maintain and improve customer satisfaction levels positively impacting feedback KPIs.

Qualifications and Experience

• Minimum of two years’ experience in customer service or contract administration, preferably within a B2B rental environment.
• Proficiency in Microsoft Office and familiarity with ERP/CRM platforms such as Salesforce and M3.
• Strong written and verbal communication skills with keen attention to detail.
• Proven leadership abilities with a collaborative, results-driven style, mentoring others and tackling challenges proactively.
• Capable of multitasking, ensuring data accuracy, and consistently meeting service targets.
• Self-motivated, organized, and eager to learn all aspects of the hire lifecycle.

Additional Information

This position is specifically designated for Saudi nationals to comply with local labor regulations. Candidates who are not Saudi nationals are encouraged to explore other regional roles.

Aggreko is dedicated to equal employment opportunities, valuing diverse backgrounds, skills, and perspectives. All appointments are made based on qualifications and experience without discrimination on any protected grounds.