Sr Associate Customer Success

WillScot; Maharashtra; On-site; INR 350,000 - 520,000; Full time

Job summary

WillScot is seeking a Cold Storage Service Associate/Sr Associate in Pune to support operations and deliver exceptional service. You will handle inbound service requests, coordinate with branches and third‑party vendors, and ensure timely resolution of issues across cold storage products.

Ideal candidates have 2+ years in customer-facing roles, proficiency with MS Office, CRM tools like Salesforce, and strong vendor negotiation skills.

Qualifications

• Graduate in any discipline with 2+ years of work experience.
• Proficient in MS Office (Excel, Word, Outlook).
• Experience with customers and vendors via phone, email, and virtual meetings.
• Strong service mindset and communication.
• Experience in vendor negotiation.
• CRM tools proficiency including Salesforce; SAP experience is a plus.

Responsibilities

• Support inbound emergency and routine service calls across products.
• Coordinate with branches and engage third-party vendors.
• Maintain end-to-end customer service process and relationships.
• Activate/deactivate Telematics accounts and manage fleet changes.
• Monitor Telematics email and triage issues by phone or email.
• Ensure preventative maintenance and timely service.

Skills

MS Office

Customer service

Vendor negotiation

Communication

CRM tools Salesforce

SAP experience

Education

Graduate in any discipline

Tools

Salesforce

SAP

Job description

JOB TITLE: Cold Storage Service Associate/ Sr Associate, Pune EQUIPE CONTAINER SERVICES INDIA PRIVATE LIMITED is a subsidiary of WillScot. At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico. Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. We’re deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us!

About The Job

The Operations Coordinator is responsible for supporting operating success in the business. The Operations Coordinator provides critical operational and customer service support across all product lines by managing the full lifecycle of service-related activities. This role is responsible for handling inbound emergency and routine service calls, coordinating with branches, and engaging third-party vendors to resolve customer issues efficiently; Ensuring exceptional service delivery by proactively communicating with internal teams, customers, and partners, building strong relationships rooted in trust and responsiveness.

Key Responsibilities

Safety/Environment

• Supports regions on Health, Safety and Environment; Conducts business in compliance with all Willscot Safety, Transportation, and Environmental Policies.
• Supports employee health and safety results through creating a safer workplace, Safety Save, training and observations, and periodic assessments of the branch.
• Ensures standard work instructions are implemented; supported by robust training and communication actions. Operational Support Activities
• Manage inbound emergency service calls for all products
• Manage inbound calls and branch notifications for regular service calls for all products
• Conducting outbound calls to 3rd party vendors and service providers to complete service concerns for customers
• Collaborate effectively with branch teams to proactively resolve customer service concerns
• Oversee the end-to-end customer service process, ensuring exceptional service
• Build sustainable relationships and trust with vendors and customers (internal & external) through open, proactive communication

Issue POs within standard response times

• Telematics Lynx – o Activating & Deactivating accounts based on customer orders and Tableau reporting o Adding & Removing fleet to customer accounts based on customer needs
• Customer Problem Solving
• Telematics Email Inbox Monitoring
• Triaging to resolve issues over the phone, creating service tasks, communicating with customers when service has been scheduled, and post completion to ensure to issues was resolved satisfactorily and billed if required
• Perform customer follow-up to confirm issues are resolved, gather feedback, and support smooth end-to-end operational processes.
• Providing general customer service support, including but not limited to, receiving and resolving incoming calls and emails
• Oversee preventative maintenance for cold units by ensuring annual service is completed promptly and verifying that all equipment is functioning properly.

Qualifications, Skills & Experience

• Graduate in any discipline with 2+ years of work experience.
• Proficient in MS Office (Excel, Word, Outlook).
• Experience working with customers and vendors via phone, email, and virtual meetings.
• Strong service mindset, active listening, and excellent oral/written communication.
• Experience in vendor negotiation (pricing, timelines, terms).
• Ability to meet deadlines and follow instructions in a fast-paced environment.
• Strong problem-solving abilities and a proactive approach.
• Able to build and maintain trusting vendor relationships through open communication.
• Skilled at managing multiple, changing priorities.
• Thrives in a dynamic, time-sensitive, collaborative environment.
• Strong customer presentation skills and a positive, team-oriented attitude.
• Customer-focused, adaptable, and able to engage with diverse personalities.
• Proficient in CRM tools (e.g., Salesforce); SAP experience is a plus.