Customer Service Lead

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams to turnkey systems, services, infrastructure, signalling, and digital mobility, we offer one of the industry's broadest portfolios. Every day, more than 80,000 colleagues lead the way to greener and smarter mobility worldwide-connecting cities, reducing carbon emissions, and helping shift the world away from car dependency.

We are seeking a dedicated and customer-focused Customer Service Lead to support the Railway Maintenance & Repair (RMR) organization. In this role, you will oversee customer order management, communication, performance monitoring, and continuous improvement initiatives to ensure high levels of customer satisfaction across your assigned portfolio.

• Manage customer inquiries, orders, returns, and complaint resolution.

• Serve as the primary communication point for critical topics, coordinating with Sales and the Customer Director as needed.

• Collect timely and compliant cost data from internal and external suppliers.

• Contribute to continuous improvement initiatives in line with the APSYS roadmap at the country, cluster, and regional levels.

• Monitor delivery KPIs for assigned customers, including root cause analysis and the creation of improvement and recovery action plans.

• Participate in performance reviews with Supply Chain, Procurement, and Repair Centres, implementing corrective actions and ensuring clear communication with customers.

• Gather customer needs and pain points, identifying new opportunities across customer segments.

• Provide actionable feedback to Business Development and Sales teams.

• Use end-to-end SAP/GSI processes and adopt digital tools such as the Customer Service Cockpit, Parts Folio, and the Customer Portal.

• Leverage Parts
  360 to reduce Time to Quote (TTQ) by utilizing historical costing and pricing data.

• Support the creation of public parts catalogues and onboarding of new customers via Alstom's e-commerce solutions.

• Strong communication skills

• Customer delivery and performance management

• Customer relationship management

• Material requirements planning

• Transport and distribution knowledge

• Deep understanding of global standard processes, tools, and their local applications

• Minimum 2 years of experience in Customer Service or Supply Chain

• Knowledge of SAP Sales and Delivery modules

You don't need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you'll be proud. If you're up for the challenge, we'd love to hear from you!

As a global business, we are an equal-opportunity employer that celebrates diversity across the 63 countries where we operate. We are committed to creating an inclusive workplace for everyone.

CRM, Business Development, Supply Chain, Performance Management, Supply, Technology, Sales, Operations, Human Resources