What you’ll do as Customer Service Specialist:

• Principal point of contact, responsible for managing the customer relationship throughout the life of the hire, proactively setting expectations and communicating changes.
• Lead, support, and guide the Customer Service team to ensure all customer related tasks are completed accurately and on time and provide the structured timely updates to the Manager.
• Oversee the department Dashboards, BTT and reports to maintain the set KPIs for the team.
• Answers inbound telephone calls, emails, and other channels and deals with them promptly and efficiently against agreed touchpoint standards and KPIs
• Takes ownership of all reactive customer queries and follow ups on breakdowns, complaints, orders, liaising with the appropriate teams to ensure these are resolved promptly to the customer’s satisfaction.
• Supports the sales function with regards to processing customer orders, change orders, post-order follow-up activities and in expediting the sales force order integration process.
• Communicates the customer requirements across multiple internal teams & systems, ensuring all the operational & internal teams are well versed with the customer requirements
• Accurate checks for new order documentation received from sales and supporting customer documents prior to integrations in M3 and maintain accurate customer and order records in Salesforce.
• Handle and follows up customer calls for order acknowledgement, delivery confirmation, on-hire, off-hire, exchanges, and missing equipment.
• Coordinate with Credit Control and Agent where required 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 hire coordination cases, tasks with Contracts, Service, and Logistics teams.
• Track estimated end-of-hire dates, communicate updates to Hire coordination team.
• Issuance of hire/off-hire confirmations to clients via Salesforce confirmed internally with hire team.
• Follow up on LPOs, extensions for contracts with client, missing equipment and other customer requirements to support timely execution and invoicing.
• Maintains high levels of customer satisfaction and positively impacts the customer feedback KPIs

Here’s what you’ll get:

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

Our people are can-do, positive, resilient and persistent. If that feels like you, apply now and build your career with the people bringing energy to the world.

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