Customer Service Coordinator (m/f/d)

Hiab; Karlsruhe; On-site; EUR 42,000 - 56,000; Full time

Job summary

Hiab is seeking a Customer Service Coordinator to optimise service scheduling and manage work orders from Karlsruhe, Germany, on a one-year fixed-term contract. The role requires balancing customer requirements with technician availability and operational constraints while driving service adoption and sales.

You will coordinate with Hiab service centers, field teams, and partners to deliver high-quality service, report on activities, and ensure timely invoicing.

Qualifications

• Demonstrated experience delivering excellent customer service and proactive planning.
• Ability to adapt planning based on changing customer and operational needs.
• Experience with SAP or Salesforce is preferred.

Responsibilities

• Communicate proactively and professionally with customers to understand needs and resolve issues.
• Collaborate with Hiab service center teams and external partners to enable planned delivery.
• Schedule and plan service activities for efficient delivery and required competencies.
• Create, assign, monitor, and close work orders in the system with accuracy.
• Manage unexpected issues by prioritising and reallocating tasks or resources.
• Support spare parts planning and coordination for service readiness.
• Prepare and follow up quotes, estimates, and invoices for chargeable work.
• Ensure timely customer reporting of completed service activities with technicians.
• Ensure invoicing is timely and seek to reduce WIP.
• Ensure accurate time sheets for service technicians.
• Drive lifecycle activation by communicating service value and pursuing opportunities.

Skills

Customer service

Planning & prioritisation

Communication of value

Cross-functional collaboration

Multi-tasking

SAP/Salesforce familiarity

Education

Relevant commercial or technical education

Tools

SAP

Salesforce

Job description

Hiab is the pioneer in smart and sustainable on road load handling solutions. We believe in more than just work — we believe in making a difference for our customers to building a better tomorrow.

Say Hi! to your next challenge — explore the opportunity and apply below!

Your mission

Customer Service Coordinator will be responsible for optimising the service scheduling and managing work orders by balancing customer requirements, technician availability, and operational constraints. You will deliver a consistently high level of proactive customer service and ensure efficient workforce utilisation through effective planning, while adapting quickly to unexpected issues. You will also communicate the value of Hiab’s service offerings during customer interactions to drive service adoption and increase service sales.

The position can be based in Karlsruhe, Germany and is offered on a one-year fixed-term contract base.

Key Responsibilities

• Communicate proactively and professionally with customers to understand their needs, identify potential issues, and ensure timely resolution
• Collaborate closely with internal colleagues, Hiab’s service center/field service teams, and external service partners to enable streamlined planning and delivery in line with agreed service lead times and quality standards
• Schedule and plan service activities to ensure efficient and timely service delivery, with a strong understanding of different service tasks and their impact on time requirements, competencies, and preparation needs
• Create, assign, monitor, and close work orders, ensuring all relevant and accurate information is recorded in the system
• Manage unexpected issues and respond to emergencies by effectively prioritising, reallocating, and adjusting tasks or resources as required.
• Support service preparation through effective spare parts planning and coordination of required orders
• Prepare, issue, and actively follow up quotes, estimates, and invoices for chargeable service work
• Ensure high quality and timely customer reporting of completed service activities, in collaboration with service technicians
• Ensure timely invoicing of completed chargeable service work and support the reduction of WIP
• Ensure accuracy and quality of service technician time sheet reporting
• Drive lifecycle activation to support business growth and customer retention by communicating the value of Hiab’s services during customer interactions, following up on lifecycle opportunities.

What We Are Looking For

• Relevant commercial or technical education
• Demonstrable experience of providing excellent customer service, prioritising and adapting planning based on changing situations
• Experience in working with SAP and/or Salesforce systems is preferable
• Ability to manage multiple priorities and remain focused in fast paced environment
• Ability to communicate the value of services to customers during service interactions
• Collaborative way of working with cross functional teams.

What We Offer

We offer you a position in a global organisation where you are challenged with interesting and diverse tasks. These tasks will provide a great opportunity for you to grow professionally, gain insights into worldwide supply chains and build your corporate network.

Our Benefits Include

• A truly international role with exposure to multiple markets and teams.
• Opportunities for professional development in a growing digital environment.
• A supportive, collaborative culture that values continuous improvement.
• Fair and attractive compensation to reward your expertise and dedication.
• Family-like team and an open, collaborative working atmosphere.
• Team-building activities and regular company events.
• Long-term career prospects within a stable, international corporation.

Ready to apply?

If you are excited about this opportunity, please submit your application!

We Are Hiab

Hiab (Nasdaq Helsinki: HIAB) is a leading provider of smart and sustainable on road load-handling solutions, committed to delivering the best customer experience every day with the most engaged people and partners. As the industry pioneer, Hiab continues to make on road load-handling smarter, safer and more sustainable to build a better tomorrow.

www.hiabgroup.com