Lead Customer Service & Scheduling Coach – Germany

Cargotec Corporation; Germany (OH); Hybrid; USD 59,374 - 85,635; Full time

Job summary

Hiab is seeking a Lead Customer Service Coordinator to supervise the development of the customer service team and optimise service scheduling and work-order management. The role focuses on delivering best-in-class proactive support while maximizing the Service Experience and CSAT/NPS scores.

Based in Germany, you will balance customer requirements with technician availability and operational constraints to enable efficient workforce utilisation and strong cross-functional collaboration with

Qualifications

• Relevant commercial or technical education.
• Experience in providing excellent customer service and prioritising planning.
• Experience with SAP and/or Salesforce is preferable; ability to learn new systems.

Responsibilities

• Oversee coaching and development of customer service coordinators to optimise service scheduling.
• Manage work orders to maximise the service experience and customer CSAT/NPS scores.
• Coordinate with internal service centers, field teams, and external partners to ensure timely delivery and quality.
• Oversee scheduling and planning of service activities for efficient delivery and proper resource use.
• Respond to complex inquiries as escalation point and guide proactive communication.
• Prepare quotes, estimates and invoices for chargeable service work when needed.
• Travel to other sites may be required.

Skills

Customer service

Prioritisation

Communication

Team collaboration

Education

Commercial or technical education

Tools

SAP

Salesforce

Job description

Hiab is seeking a Lead Customer Service Coordinator to supervise the development of the customer service team and optimise service scheduling and work-order management. The role focuses on delivering best-in-class proactive support while maximizing the Service Experience and CSAT/NPS scores.

Based in Germany, you will balance customer requirements with technician availability and operational constraints to enable efficient workforce utilisation and strong cross-functional collaboration with