Customer Service Specialist - Rental Operations

About the role

Aggreko is looking for a Customer Service Specialist based in Riyadh. You will act as the principal point of contact for customers throughout the rental process, driving the integrity of customer service management and collaborating with Sales, Operations, Credit Control, billing and Hire Coordination to deliver a great customer experience.

Key responsibilities

• Manage the customer relationship throughout the life of the hire, setting expectations and communicating changes
• Lead and support the Customer Service team, giving structured updates to the Manager
• Oversee dashboards, BTT and reports to maintain team KPIs
• Answer inbound calls, emails and other channels promptly, and handle reactive queries such as breakdowns, complaints and orders
• Support the sales function with order processing, change orders and follow-ups, and expedite order integration
• Check new order documentation before integration in M3 and keep accurate customer and order records in Salesforce
• Follow up on order acknowledgements, deliveries, on-hire, off-hire, exchanges and missing equipment
• Coordinate with Credit Control and agents for approvals and new customer setups, and update order changes in T-agreements in Salesforce
• Create on-hire and off-hire folders and contract documentation, raise hire coordination cases with Contracts, Service and Logistics, and track end-of-hire dates
• Issue hire and off-hire confirmations in Salesforce, and follow up on LPOs, contract extensions and invoicing

Required profile

• At least 2 years of customer service or contract administration experience in a B2B environment, preferably in rental operations
• Collaborative leader with a results-oriented approach, able to mentor and solve problems proactively
• Able to manage multiple tasks, keep data accurate and meet service level expectations
• Self-driven, organised and willing to learn all aspects of the hire lifecycle
• Saudi nationality, as the role complies with Saudi labour law

Required skills

• Working knowledge of Microsoft Office
• Experience with ERP/CRM systems such as Salesforce and M3
• Good written and verbal communication with attention to detail