Customer Service Representative

Bring your energy to Aggreko as Customer Service Representative based in Riyadh. You will act as the principal point of contact for our customers throughout the rental process of the order placed, advocating on the customer’s behalf at key touchpoints. This role collaborates with Sales, Operations, Credit Control, billing and Hire Coordination team to ensure a great customer experience.

• Serve as the principal point of contact and responsible for managing the customer relationship throughout the life of the hire.
• Proactively set expectations and communicate changes.
• Lead, support and guide the Customer Service team to ensure all customer‑related tasks are completed accurately and on time, providing structured timely updates to the Manager.
• Oversee 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.
• Support 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.
• Communicate the customer requirements across multiple internal teams and systems, ensuring all the operational and internal teams are well‑versed with the customer requirements.
• Perform 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 set‑up 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 and 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 experience in a business-to-business environment, preferably within rental operations.
• PC literacy in a Microsoft environment and ERP system.
• Strong customer focus with a sense of urgency and attention to detail.
• Good written and verbal communication skills across all levels.
• Collaborative, results‑oriented approach with the ability to self‑manage.
• Willingness to learn all aspects of the business.

LI-MK1. We welcome people from different backgrounds and cultures and respect people’s unique skills, attitudes and experiences. We encourage everyone to be themselves at work because we know that’s how we do our best for each other, for our customers, for the communities where we work and for our careers. We are an equal‑opportunity employer. If you apply for a role at Aggreko we will consider your application based on your qualifications and experience and not on race, colour, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.