Customer Service Specialist

Role Overview

Customer Service Specialist at Aggreko, based in Riyadh.

Role Purpose

Drive the integrity of Customer Service Management and manage the end-to-end hire process, acting as the central point of contact for customer service teams and customers throughout the rental order lifecycle.

Key Responsibilities

Customer Relationship Management

• Serve as the principal point of contact, managing the customer relationship throughout the life of the hire.
• Proactively set expectations and communicate changes to customers.
• Maintain high levels of customer satisfaction and positively impact customer feedback KPIs.

Team Leadership & Support

• Lead, support, and guide the Customer Service team to ensure all customer-related tasks are completed accurately and on time.
• Provide structured timely updates to the Manager.
• Collaborate with Sales, Operations, Credit Control, Billing, and Hire Coordination teams to ensure great customer experience.

Operations & Monitoring

• Oversee department Dashboards, BTT, and reports to maintain set KPIs for the team.
• Answer inbound telephone calls, emails, and other channels promptly and efficiently against agreed touchpoint standards and KPIs.
• Manage multiple tasks, maintain data accuracy, and meet service level expectations.

Order & Documentation Management

• Support the sales function with processing customer orders, change orders, post-order follow-up activities, and expediting the sales force order integration process.
• Perform accurate checks on new order documentation received from sales and supporting customer documents prior to integration in M3.
• Maintain accurate customer and order records in Salesforce.
• Update order changes in T-agreement in Salesforce, including required system integrations.
• Handle and follow up on customer calls for order acknowledgement, delivery confirmation, on-hire, off-hire, exchanges, and missing equipment.

Cross-Functional Coordination

• Take ownership of all reactive customer queries and follow-ups on breakdowns, complaints, and orders, liaising with appropriate teams to ensure prompt resolution to customer satisfaction.
• Communicate customer requirements across multiple internal teams and systems, ensuring all operational and internal teams are versed with customer requirements.
• Coordinate with Credit Control and Agent where required for approvals and support new customer setup requirements.
• Raise and follow up on hire coordination cases and tasks with Contracts, Service, and Logistics teams.

Documentation & Compliance

• Create standard on-hire and off-hire folders and related contract documentation in Share Drive.
• Issue hire and off-hire confirmations to clients via Salesforce, confirmed internally with hire team.

Tracking & Follow-Up

• Track estimated end-of-hire dates and communicate updates to the Hire Coordination team.
• Follow up on LPOs, extensions for contracts with clients, missing equipment, and other customer requirements to support timely execution and invoicing.

Qualifications & Experience

• Minimum 2 years of relevant customer service or contract administration experience in a business-to-business environment, preferably within rental operations.
• Self-driven, organised, and willing to learn all aspects of the hire lifecycle.

Skills & Competencies

• Working knowledge of Microsoft Office and ERP/CRM systems such as Salesforce and M3.
• Good written and verbal communication with attention to detail.
• Collaborative lead with results-oriented approach through functional mentorship and proactive problem-solving.
• Ability to manage multiple tasks, maintain data accuracy, and meet service level expectations.

Additional Information

• This role is designed specifically for Saudi nationals to comply with national labour laws and applicable legislation in the Kingdom of Saudi Arabia.
• Aggreko is an equal opportunity employer and welcomes people from different backgrounds and cultures, respecting unique skills, attitudes, and experiences.
• Applications will be considered based on qualifications and experience, not on race, colour, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.