Customer Service Specialist

About the Role

Join Aggreko as a Customer Service Specialist based in Riyadh and take charge of delivering exceptional customer experiences throughout the rental process. This pivotal role serves as the primary point of contact for both internal teams and customers, ensuring seamless order management, proactive communication, and alignment with service excellence standards. As a Customer Service Specialist, you will drive the integrity of Customer Service Management by overseeing the end-to-end hire process, collaborating with cross-functional teams, and advocating for the customer at every touchpoint. Your leadership and problem-solving skills will be instrumental in maintaining high levels of customer satisfaction and achieving key performance indicators.

Key Responsibilities

As a Customer Service Specialist, your core responsibilities will include:

• Customer Relationship Management: Act as the principal point of contact for customers throughout the entire hire lifecycle, proactively setting expectations and communicating any changes to ensure a smooth and transparent experience.
• Team Leadership and Support: Lead, guide, and mentor the Customer Service team to ensure all customer-related tasks are completed accurately and on time. Provide structured, timely updates to the Manager to maintain operational efficiency.
• Performance Monitoring: Oversee department dashboards, Business Transformation Tools (BTT), and reports to track and maintain Key Performance Indicators (KPIs) for the team, ensuring alignment with organizational goals.
• Inbound Communication Management: Handle inbound telephone calls, emails, and other communication channels promptly and efficiently, adhering to agreed touchpoint standards and KPIs to deliver consistent service quality.
• Issue Resolution and Follow-Up: Take ownership of reactive customer queries, including breakdowns, complaints, and order-related issues. Collaborate with the appropriate teams to resolve these promptly and to the customer’s satisfaction.
• Sales Support: Assist the sales function by processing customer orders, managing change orders, and conducting post-order follow-up activities. Expedite the sales force order integration process to ensure timely execution.
• Internal Coordination: Communicate customer requirements across multiple internal teams and systems, ensuring all operational and internal teams are fully informed and aligned with customer needs.
• Order Documentation and Accuracy: Conduct accurate checks of new order documentation received from sales, support customer documents prior to integrations in M3, and maintain precise customer and order records in Salesforce.
• Order Lifecycle Management: Handle and follow up on customer calls for order acknowledgements, delivery confirmations, on-hire, off-hire, exchanges, and missing equipment to ensure seamless order execution.
• Credit Control Coordination: Collaborate with Credit Control and Agent teams to facilitate approvals and support new customer setup requirements, ensuring compliance and efficiency in the process.
• Contract Documentation: Update order changes in T-agreement within Salesforce, including necessary system integrations. Create standard on-hire and off-hire folders and related contract documentation in the Share Drive to maintain organized records.
• Hire Coordination Support: Raise and follow up on hire coordination cases and tasks with Contracts, Service, and Logistics teams. Track estimated end-of-hire dates and communicate updates to the Hire Coordination team to ensure timely off-hire processes.
• Contract Extensions and Invoicing: Follow up on Local Purchase Orders (LPOs), contract extensions, missing equipment, and other customer requirements to support timely execution and invoicing, thereby enhancing customer satisfaction.
• Customer Satisfaction and Feedback: Maintain high levels of customer satisfaction and positively impact customer feedback KPIs through proactive communication, issue resolution, and a customer-centric approach.

Qualifications and Skills

To excel in this role, you should possess the following qualifications and skills:

• Experience: Minimum of 2 years of relevant customer service or contract administration experience in a business-to-business environment, preferably within rental operations.
• Technical Proficiency: Working knowledge of Microsoft Office Suite and Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) systems, such as Salesforce and M3.
• Communication Skills: Excellent written and verbal communication abilities, with a keen attention to detail to ensure accuracy in all customer interactions and documentation.
• Leadership and Collaboration: A collaborative leader with a results-oriented approach, capable of mentoring team members and proactively solving problems to drive operational excellence.
• Organizational Abilities: Strong multitasking skills, ability to manage multiple priorities, maintain data accuracy, and meet service level expectations in a fast-paced environment.
• Self-Motivation and Adaptability: A self-driven, organized, and proactive individual who is eager to learn all aspects of the hire lifecycle and adapt to evolving business needs.

Why Join Aggreko?

Aggreko is committed to fostering a dynamic and inclusive work environment where employees can thrive and grow. As a Customer Service Specialist, you will have the opportunity to build a rewarding career while contributing to projects that bring energy to the world. Our team values can-do attitudes, positivity, resilience, and persistence—qualities that define our culture and drive our success. If you are a Saudi national seeking a challenging and impactful role, we encourage you to apply and become part of our team.

Please submit your resume and academic record to be considered for this opportunity. Aggreko is an equal opportunity employer and adheres to all applicable labor laws and legislation in the Kingdom of Saudi Arabia.