Customer Service Specialist

Principal point of contact, responsible for managing the customer relationship throughout the life of the hire, proactively setting expectations and communicating changes. Lead, support, and guide the Customer Service team to ensure all customer related tasks are completed accurately and on time and provide structured timely updates to the Manager. Oversee department Dashboards, BTT and reports to maintain set KPIs for the team. Answers inbound telephone calls, emails, and other channels and deals 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 appropriate teams to ensure resolution. Supports sales function with processing customer orders, change orders, post-order follow-up activities and expediting sales force order integration process. Communicates customer requirements across multiple internal teams and systems, ensuring operational and internal teams are well versed. Accurate checks for new order documentation 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 setup 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, communicate updates to Hire coordination team. Issuance of 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.