Customer Service Representative

Role overview

Join Aggreko in Riyadh as a Customer Service Representative and become the main contact for customers during the full rental journey. In this position, you will represent the customer at important touchpoints and work closely with Sales, Operations, Credit Control, Billing, and Hire Coordination to deliver a smooth and positive experience.

Key responsibilities

• Serve as the primary contact for customers and manage the relationship throughout the hire period by setting expectations early and keeping customers informed of any updates or changes.
• Guide, support, and coordinate the Customer Service team so tasks are completed accurately, on schedule, and with clear progress updates for the manager.
• Monitor department dashboards, BTT, and reports to help the team stay aligned with agreed KPIs.
• Handle inbound calls, emails, and other communication channels quickly and effectively in line with response standards and performance targets.
• Own reactive customer issues, including breakdowns, complaints, and orders, and work with the right internal teams to resolve them to the customer’s satisfaction.
• Assist the sales team with order processing, change orders, post-order follow-up, and support the integration of sales force orders.
• Share customer needs across multiple systems and internal teams so operational groups clearly understand the requirements.
• Review new order documents from Sales and customer support documents before integration into M3, and keep customer and order records accurate in Salesforce.
• Manage customer calls related to order acknowledgement, delivery confirmation, on-hire, off-hire, exchanges, and missing equipment.
• Work with Credit Control and agents when approvals are needed and assist with setup for new customers.
• Update order changes in T-agreement within Salesforce, including the required system integrations.
• Create on-hire and off-hire folders and related contract files in Share Drive.
• Raise and follow up hire coordination cases and tasks with Contracts, Service, and Logistics teams.
• Track expected end-of-hire dates and keep the Hire Coordination team informed.
• Issue hire and off-hire confirmations to clients through Salesforce after internal confirmation from the hire team.
• Follow up on LPOs, contract extensions, missing equipment, and other customer requests to help ensure timely delivery and invoicing.
• Maintain strong customer satisfaction and contribute positively to customer feedback KPIs.

Requirements

• At least 2 years of experience in customer service within a business-to-business setting, ideally in rental operations.
• Comfortable using a PC in a Microsoft environment and working with ERP systems.
• Strong customer orientation, a sense of urgency, and careful attention to detail.
• Clear written and spoken communication skills at all levels.
• Ability to work collaboratively, stay results-focused, and manage work independently.
• Self-driven and capable of managing tasks without close supervision.
• Willingness to learn all parts of the business.

Equal opportunity statement

Aggreko values people from different backgrounds and cultures and believes diverse skills, perspectives, and experiences help teams perform at their best. The company encourages everyone to bring their authentic selves to work and evaluates applications strictly on qualifications and experience, without regard to race, colour, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.