Customer Service Specialist

Role Overview

Aggreko is hiring a Customer Service Specialist in Riyadh to serve as the main link between customers and internal teams across the rental journey. The role focuses on protecting service quality, keeping customer commitments on track, and ensuring smooth coordination between Sales, Operations, Credit Control, Billing, and Hire Coordination.

Key Responsibilities

• Act as the primary contact for customers across the full hire cycle, setting expectations early and keeping them updated on any changes.
• Guide and support the customer service team so customer-related work is completed accurately and within required timelines, while giving the manager timely status updates.
• Monitor dashboards, BTT, and reporting tools to help the team meet its KPIs.
• Respond to incoming calls, emails, and other customer channels quickly and in line with agreed service standards.
• Own reactive customer issues, including breakdowns, complaints, and order follow-ups, and coordinate with the right teams until closure.
• Support sales operations by processing customer orders, handling order amendments, managing post-order follow-up, and speeding up order integration.
• Share customer needs across internal systems and departments so all operational teams clearly understand the requirements.
• Check incoming order documentation and supporting customer paperwork before integration in M3, and maintain accurate records 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 or new customer setup support is needed.
• Update order changes in T-agreement within Salesforce, including related system integrations.
• Prepare standard on-hire and off-hire folders and store related contract documents in Share Drive.
• Raise and track hire coordination cases and tasks with Contracts, Service, and Logistics teams.
• Monitor expected end-of-hire dates and keep the hire coordination team informed of any changes.
• Issue on-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 keep execution and invoicing on schedule.
• Help maintain strong customer satisfaction and improve customer feedback KPIs.

Experience and Skills Needed

The position requires at least 2 years of relevant experience in customer service or contract administration in a B2B environment, ideally within rental operations. Strong communication skills, attention to detail, and confidence using Microsoft Office plus ERP/CRM platforms such as Salesforce and M3 are important. The ideal candidate should be collaborative, results-focused, organized, self-motivated, and able to handle several priorities while keeping data accurate and service levels on track.

Eligibility

This opportunity is intended specifically for Saudi nationals, in line with applicable labour laws and legislation in the Kingdom of Saudi Arabia. Candidates should be able to submit a resume and academic record.

Equal Opportunity

The employer welcomes applicants from diverse backgrounds and cultures and supports an inclusive workplace where people can bring their full selves to work. Hiring decisions are based on qualifications and experience, without discrimination based on race, colour, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.