Customer Service Specialist

Aggreko, LLC; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Aggreko, LLC in Riyadh is seeking a Customer Service Specialist to manage customer relationships throughout the hire life cycle. You will act as a central contact for our customers and collaborate with Sales, Operations, Credit Control, billing and Hire Coordination teams to ensure a seamless rental experience.

You will lead the Customer Service team, monitor dashboards and KPIs, respond to inquiries via calls and emails, and support order processing and documentation in Salesforce and M3.

Qualifications

• Minimum 2 years of relevant customer service/contract administration experience in B2B rental environments.
• Working knowledge of Microsoft Office and ERP/CRM systems (Salesforce, M3).
• Strong written and verbal communication with attention to detail.
• Collaborative leadership with ability to manage multiple tasks and meet service level expectations.
• Self-driven, organized, and willing to learn all aspects of the hire lifecycle.

Responsibilities

• Act as principal contact, manage customer relationship throughout the hire life, set expectations, and communicate changes.
• Lead and support the Customer Service team to complete tasks accurately and on time with updates to the Manager.
• Oversee dashboards, KPIs, and reports for the team to ensure performance.
• Handle inbound calls and emails promptly to resolution and coordinate with relevant teams for issues.
• Support sales in processing orders, change orders, and post-order follow-ups; assist in order integration.
• Communicate customer requirements across internal teams; ensure documentation and records are accurate in Salesforce and M3.
• Manage order acknowledgments, delivery confirmations, on-hire/off-hire, exchanges, and missing equipment.
• Coordinate with Credit Control and Agents for approvals and new customer setup.
• Update hire changes in Salesforce and ensure required system integrations are completed.
• Create and maintain standard on-hire/off-hire folders and contracts in Share Drive.
• Raise and track hire coordination tasks with Contracts, Service, and Logistics teams.

Skills

Customer service

Contract administration

Salesforce

M3

Microsoft Office

Tools

Salesforce

M3

Microsoft Office

Job description

Bring your energy to Aggreko as Customer Service Specialist based in Riyadh You will be responsible for drive the integrity of Customer Service Management and aligns the end-to-end hire process, acting as the central point for the customer service teams & point of contact for our customers throughout the rental process of the order placed. Advocating on the customer at key touchpoints, this role collaborates with Sales, Operations, Credit Control, billing and Hire Coordination team to ensure great customer experience.

What you’ll do as Customer Service Specialist:

• Principal point of contact, responsible for managing the customer relationship throughout the life of the hire, proactively setting expectations and communicating changes.
• Lead, support, and guide the Customer Service team to ensure all customer related tasks are completed accurately and on time and provide the structured timely updates to the Manager.
• Oversee the department Dashboards, BTT and reports to maintain the set KPIs for the team.
• Answers inbound telephone calls, emails, and other channels and deals with them promptly and efficiently against agreed touchpoint standards and KPIs Takes ownership of all reactive customer queries and follow ups on breakdowns, complaints, orders, liaising with the appropriate teams to ensure these are resolved promptly to the customer’s satisfaction.
• Supports the sales function with regards to processing customer orders, change orders, post-order follow-up activities and in expediting the sales force order integration process.
• Communicates the customer requirements across multiple internal teams & systems, ensuring all the operational & internal teams are well versed with the customer requirements Accurate checks for new order documentation received from sales and supporting customer documents prior to integrations in M3 and maintain accurate customer and order records in Salesforce.
• Handle and follows up customer calls for order acknowledgement, delivery confirmation, on-hire, off-hire, exchanges, and missing equipment.
• Coordinate with Credit Control and Agent where required for approvals and support new customer setup requirements.
• Update order changes in T-agreement in Salesforce, including required system integrations.
• Create standard on-hire and off-hire folders and related contract documentation in Share Drive.
• Raise and follow up hire coordination cases, tasks with Contracts, Service, and Logistics teams.
• Track estimated end-of-hire dates, communicate updates to Hire coordination team.
• Issuance of hire/off-hire confirmations to clients via Salesforce confirmed internally with hire team.
• Follow up on LPOs, extensions for contracts with client, missing equipment and other customer requirements to support timely execution and invoicing.
• Maintains high levels of customer satisfaction and positively impacts the customer feedback KPIs.

Here’s what you’ll get:

• Minimum of 2 years of relevant customer service/ contract administration experience in a business-to-business environment, preferably within rental operations.
• Working knowledge of Microsoft Office and ERP/CRM systems such as Salesforce and M3.
• Good written and verbal communication with attention to detail.
• A 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.
• Self-driven, organised and willing to learn all aspects of the hire lifecycle.

Our people are can-do, positive, resilient and persistent.

To comply with national labour laws and applicable legislation in the Kingdom of Saudi Arabia, this role is designed specifically for Saudi national.

Equal employment opportunity

We welcome people from different backgrounds and cultures, and respect people’s unique skills, attitudes and experiences. We encourage everyone to be themselves at work because we know that’s how we do our best, for each other, for our customers, for the communities where we work, and for our careers. We are an equal opportunity employer. If you apply for a role at Aggreko, we will consider your application based on your qualifications and experience, and not on your race, colour, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

At Aggreko, we provide energy solutions so communities can thrive and businesses can grow. We bring power, heat and cooling to customers and communities wherever they need it. No two days are the same. We work in dynamic environments and offer a wide range of opportunities for motivated people to enrich their lives and communities. If you are prepared to give us your best, you can learn and grow quickly. We are building a culture and an environment where everyone can be at their best. We encourage everyone to be themselves at work because we know that’s how we achieve our potential. Join us, bring your energy, and grow your career.