Customer Service Specialist

About the Role

Aggreko is seeking a Customer Service Specialist to join its team in Riyadh. This full-time role is designed for Saudi nationals and involves managing customer service operations and aligning the end-to-end hire process. The specialist will serve as the central point of contact for customer service teams and customers throughout the rental process, ensuring a positive customer experience by collaborating with Sales, Operations, Credit Control, Billing, and the Hire Coordination team.

Key Responsibilities

• Act as the primary point of contact, managing customer relationships throughout the hire lifecycle, setting expectations, and communicating changes proactively.
• Lead and support the Customer Service team to ensure all customer-related tasks are completed accurately and on time, providing timely updates to the Manager.
• Oversee department dashboards, BTT, and reports to maintain established team KPIs.
• Respond promptly and efficiently to inbound telephone calls, emails, and other channels, adhering to agreed touchpoint standards and KPIs.
• Take ownership of all reactive customer queries, following up on breakdowns, complaints, and orders, and coordinating with relevant teams for timely resolution.
• Support the sales function by processing customer orders, change orders, post-order follow-up activities, and expediting the sales force order integration process.
• Communicate customer requirements across multiple internal teams and systems, ensuring operational and internal teams are informed.
• Conduct accurate checks for new order documentation from sales and supporting customer documents before integration into M3, maintaining accurate customer and order records in Salesforce.
• Handle and follow up on customer calls for order acknowledgement, delivery confirmation, on-hire, off-hire, exchanges, and missing equipment.
• Coordinate with Credit Control and agents 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 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.
• Issue hire/off-hire confirmations to clients via Salesforce, confirmed internally with the hire team.
• Follow up on LPOs, contract extensions with clients, missing equipment, and other customer requirements to support timely execution and invoicing.
• Maintain high levels of customer satisfaction and positively impact customer feedback KPIs.

Qualifications and Experience

• Minimum of 2-5 years of relevant customer service or 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 skills with attention to detail.
• A collaborative leader with a results-oriented approach, demonstrated through functional mentorship and proactive problem-solving.
• Ability to manage multiple tasks, maintain data accuracy, and meet service level expectations.
• Self-driven, organized, and willing to learn all aspects of the hire lifecycle.

Work Environment

This is a full-time position based in Riyadh, Kingdom of Saudi Arabia. Aggreko values diversity and encourages all qualified candidates to apply, considering applications based on qualifications and experience.

Application Information

This role is specifically for Saudi nationals in compliance with national labor laws. If you meet the requirements and are a Saudi national, you are encouraged to apply.