Specialist II, Customer Service

Job Responsibilities:

1. Kits & Repair Management

• Create tracking reports to monitor the status of customer parts, repairs, RMAs, and service requests processing.

• Develop and maintain kits schedules aligned with preventive maintenance (PM) cycles and service demand.

• Ensure accurate PM (preventive maintenance) activity reporting and data sharing with internal teams, external vendors, and customers.

2. Order fulfilment

• Create and maintain accurate Sales Orders and Reports within SAP.
• Deal with stock operations and identify/reconcile discrepancies between physical and system inventory records.

3. Cross‑Functional Coordination

• Collaborate with business development and account teams to align on customer service level agreements for spares and execute processes accordingly.
• Act as the primary liaison among Field Service Engineers, Planners, Buyers, Forecasters, and Logistics to ensure smooth execution.
• Independently facilitate cross-regional meetings to ensure alignment on global operation goals.

4. Customer Relationship

• Proactively escalate and follow up on customer requests via phone & email to ensure timely resolution.
• Cultivate a deep understanding of customer requirements and build strong customer relationships.

Job Requirements:

• Bachelor’s degree in Supply Chain, Business, or a related field
• 6–8 years of experience in customer service, order fulfillment, material planning, or supply chain
• Experience in managing Spares, Customer Fulfillment, and Logistics operations is preferred
• Structured and collaborative problem-solving skills leveraging analytics
• Experience in working with SAP and Microsoft Office (Excel, Word, PowerPoint)
• Excellent communication skills, including professional English proficiency (written and spoken) to support global collaboration

What sets you apart:

• Proactive Ownership: You don't just wait for instructions; you identify gaps and take the lead in closing them.
• Analytical Edge: You have a "knack" for numbers and can tell a story through data to influence decision-making.
• Global Mindset: You are comfortable working across time zones and enjoy the challenge of coordinating with diverse teams.
• Adaptability: You thrive in fast-paced environments and can pivot quickly when customer priorities shift.