Customer Service Representative📣 Job Ad

About the Role

Aggreko is seeking a Customer Service Representative for its team in Riyadh, Saudi Arabia. This role serves as the primary point of contact for customers throughout their rental agreements. The representative will collaborate with Sales, Operations, Credit Control, Billing, and Hire Coordination teams to ensure a high level of customer satisfaction and seamless operations.

Key Responsibilities

• Act as the main point of contact, managing customer relationships throughout the hire lifecycle and proactively communicating any changes.
• Support and guide the Customer Service team, ensuring timely and accurate completion of customer-related tasks and providing updates to management.
• Monitor department dashboards, Business Transaction Tracker (BTT), and reports to achieve set Key Performance Indicators (KPIs).
• Respond promptly and efficiently to inbound calls, emails, and other communication channels, adhering to established standards and KPIs.
• Take ownership of customer queries, including breakdowns, complaints, and orders, liaising with internal teams for prompt resolution.
• Process customer orders, change orders, and conduct post-order follow-ups to support the sales function.
• Communicate customer requirements effectively across multiple internal teams and systems.
• Perform accurate checks on new order and supporting customer documentation before integration into M3, and maintain customer and order records in Salesforce.
• Handle and follow up on customer calls regarding order acknowledgement, delivery confirmation, on-hire, off-hire, equipment exchanges, and missing equipment.
• Coordinate with Credit Control and Agents for approvals and new customer setup requirements.
• Update order changes in T-agreements within Salesforce, including necessary system integrations.
• Create standard on-hire and off-hire folders and related contract documentation in the shared drive.
• Raise and follow up on hire coordination cases and tasks with the 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 Purchase Orders (LPOs), contract extensions, 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 Requirements

• A minimum of 2 years of relevant customer service experience in a business-to-business (B2B) environment, preferably within rental operations.
• Proficiency in PC usage within a Microsoft environment and experience with an Enterprise Resource Planning (ERP) system.
• Strong customer focus with a demonstrated sense of urgency and meticulous attention to detail.
• Good written and verbal communication skills, capable of interacting effectively across all organizational levels.
• A collaborative, results-oriented approach with the ability to self-manage effectively.
• Willingness to learn all aspects of the business.

Required Skills

• Customer Relationship Management
• Order Processing
• Customer Service Excellence
• Effective Communication (Written and Verbal)
• Attention to Detail
• Teamwork and Collaboration
• Self-Management and Initiative

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role requires 2-5 years of experience. Aggreko is the company hiring for this Customer Service Representative role.