Junior OSS Customer Service & Service Operations Representative
Position Summary
The Junior OSS Customer Service & Service Operations Representative supports the daily execution of OSS Customer Service operations and contributes to the continuous improvement of customer experience, operational performance and business processes.
Working closely with senior colleagues, technicians, sales, finance and business development, the role participates in the management of customer requests, service activities, contracts, complaints, reporting and operational improvement initiatives.
The position offers broad exposure to customer service, service operations, digitalization, automation and business process management.
Key Responsibilities
Customer Service Operations
• Process and follow up customer requests
• Support order and service administration activities
• Maintain customer master data
• Support management of contracts and agreements
• Assist customers through various communication channels
• Ensure timely and professional customer communication
Service Operations Support
• Support field service coordination activities
• Assist with planning-related activities
• Follow up work orders and service activities
• Support maintenance contract administration
• Manage machine and installed-base information
• Ensure accuracy of operational data
Complaints & Escalations
• Register and monitor complaints
• Follow up corrective actions
• Support customer escalation management
• Participate in root cause investigations
Finance & Commercial Support
• Support quotation follow-up
• Assist with invoicing-related activities
• Support cash collection initiatives
• Follow up customer disputes
• Participate in overdue reduction actions
Reporting & Data Management
• Maintain operational reports
• Monitor KPIs
• Support dashboard creation
• Ensure data quality in company systems
Continuous Improvement & Digitalization
• Contribute to process improvement initiatives
• Support implementation of new tools and systems