Customer Service Specialist

About the role

Bring your energy to Aggreko as a Customer Service Specialist, based in Riyadh. You will drive the integrity of Customer Service Management and align the end‑to‑end hire process, acting as the central point for the customer service teams and the main point of contact for our customers throughout the rental process. You will advocate for the customer at key touchpoints and collaborate with Sales, Operations, Credit Control, Billing and Hire Coordination teams to ensure a great customer experience.

• 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.
• Answer inbound telephone calls, emails and other channels and deal 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 expediting the sales force order integration process.
• Communicates the customer requirements across multiple internal teams and systems, ensuring all the operational and 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 follow 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.
• Issue 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.
• Maintain high levels of customer satisfaction and positively impact the customer feedback KPIs.

• 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 a 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.

We welcome people from different backgrounds and cultures, and respect people’s unique skills, attitudes and experiences. We are an equal‑opportunity employer and will consider your application based on your qualifications and experience, and not on your race, colour, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

To comply with national labour laws and applicable legislation in the Kingdom of Saudi Arabia, this role is designed specifically for Saudi nationals. If you are not a Saudi national, consider applying for one of our other roles in the Middle East.