Service Admin Representative

MSA - The Safety Company; Warszawa; On-site; PLN 60,000 - 80,000; Full time

Job summary

MSA Safety in Warsaw,Poland is seeking a proactive Customer Support specialist to manage contracts, orders and quotations, ensuring timely processing and accurate invoicing. You will coordinate with Service Technicians, Finance, and other teams to maintain smooth order lifecycles and deliver high-quality customer service.

You will handle inquiries, scheduling, documentation, and service tenders while driving improvements in processes and tools to enhance the customer experience.

Qualifications

• Min. 3 years experience in Customer Support function.
• Solid understanding of common business processes and general business acumen.
• Knowledge in SAP, CRM, MS Office.
• Basic Technical understanding.
• Customer-focus attitude.
• Experience in a Multi-national company.
• Dutch language.

Responsibilities

• Process Service customer contracts, orders and quotations with timely manner, sense of urgency and ownership for the contracts, orders and quotations lifecycle.
• Monitor processed contracts, orders and quotations and proactively follow-up on any blocks and scheduled job dates.
• Make sure Service Job Confirmations are timely completed and correct invoices issued and received by customers.
• Process credit/ re-bills requests.
• Handling warranty issues and creating documentation via company’s Quality system.
• Handling customer complaints (including warranty claims and disputes, RMAs).
• Ensure proactive communication with customer regarding service job status, scheduled service job date, requested documents like certificates or marketing materials or price lists.
• Efficient and effective resolution of customer issues or inquiries.
• Handle outbound and inbound calls.
• Scheduling appointments for Service jobs.
• Prepare documents and materials for Service Tenders.
• Liaise with Service Technicians, Service Buyers, Finance and other functions to ensure smooth order lifecycle.
• Register cases important from customer relations perspective in Salesforce.
• Participate and support projects improving customer service processes, tools and operations

Skills

Customer service

Communication

Process understanding

Education

Technical or commercial education

Tools

SAP

CRM

MS Office

Job description

Overview

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.

Are you in? Read on for more details about this particular role.

Responsibilities

• Process Service customer contracts, orders and quotations with timely manner, sense of urgency and ownership for the contracts, orders and quotations lifecycle
• Monitor processed contracts, orders and quotations and proactively follow-up on any blocks and scheduled job dates
• Make sure Service Job Confirmations are timely completed and correct invoices issued and received by customers
• Process credit/ re-bills requests
• Handling warranty issues and creating documentation via company’s Quality system
• Handling customer complaints (including warranty claims and disputes, RMAs)
• Ensure proactive communication with customer regarding service job status, scheduled service job date, requested documents like certificates or marketing materials or price lists
• Efficient and effective resolution of customer issues or inquiries
• Handle outbound and inbound calls
• Scheduling appointments for Service jobs
• Prepare documents and materials for Service Tenders
• Liaise with Service Technicians, Service Buyers, Finance and other functions to ensure smooth order lifecycle
• Register cases important from customer relations perspective in Salesforce
• Participate and support projects improving customer service processes, tools and operations

Qualifications

Experience (Required)

• Min. 3 years experience in Customer Support function
• Solid understanding of common business processes and general business acumen
• Knowledge in SAP, CRM, MS Office
• Basic Technical understanding
• Customer-focus attitude

Experience (Preferred)

• Experience in a Multi-national company

Education (Required)

• Technical or commercial education / qualification (i.e. commercial or technical apprenticeship)

Education (Preferred)

• Dutch language