Purpose:
Positions holders are responsible for the efficient running of the customer centre, to increase customer satisfaction, loyalty and retention, exceeding customer expectations which can include management or provision of technical and/or non-technical customer service.

In-person customer service such as planning schedules , product returns, remote/virtual customer service via phone, email, online chat, or text such as escalated customer issue support, post-sales product support, field service dispatching, etc.Processing orders from customers and resolving complaints.Advising customers on product shortages, expected delivery dates, price changes, etc.Acting as liaison between customers, production and distribution departments.Raising invoices, chasing payments and first line point of contact for issues with invoice payments (including cash recovery).

Accountability Level:
Supervisory operations role, providing team leadership on the ground. Problems faced may be difficult but can be addressed within an established framework

Key Responsibilities:

Handle incoming customer calls to address equipment, service, or contract issues.Maintains and supports customer and supplier relationship(s).Locate and coordinate supplies from internal and external sources to fulfil orders in a cost effective manner.Make ad-hoc decisions in the best interests of the customer.  Well defined levels of autonomy will provide the framework to work within allowing for an excellent customer experience.  Supports the sales function with regards to customer orders, post-order follow-up activities and in expediting the process.Where necessary, translates customer requirements across multiple systems, ensuring the operational teams are well versed in customer requirements.Assumes responsibility for the communication and customer agreement of variations to the original order, including changing technical requirements, hire extensions and additional services. Has responsibility and ownership for all relevant customer queries.Deliver an exceptional customer experience, through meeting & exceeding the defined customer experience standards and touchpoint outcomes.Ensure the accuracy and efficiency of contacts and customer / job data.Responsible for the Service administration teams supporting the hire process.To ensure internal and external customer satisfaction, through timely, effective and efficient depots administrative process.Contracts management into Aggreko system.Issue accurate and timely the customer invoices on a daily, weekly and monthly basis.Creation Clients into the system.

Equity, diversity and inclusion at Aggreko

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 your race, colour, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.