Job Description

Customer Service Specialist

Reporting to the Associate Business Manager, the Customer Service Specialist is part of Miraclon's International Commercial Organization and plays a key role in delivering an outstanding customer experience throughout the entire after-sales journey across the EAMER region.

Acting as the primary point of contact for customers, this role ensures seamless coordination of order cycle activities, service operations, spare parts management and logistics. The Customer Service Specialist serves as the central link between customers and internal functions including Sales, Service, Technical Support, Supply Chain, Logistics and Finance to ensure timely issue resolution and operational excellence.

Combining operational coordination with a customer-centric mindset, the Customer Service Specialist owns the customer experience after order placement, ensuring proactive communication, reliable execution and a consistent service experience while contributing to customer satisfaction, business growth and long-term customer loyalty.

Customer Care & Customer Experience

• Serve as the primary point of contact for customers throughout the order to cash process.
• Build trusted customer relationships through proactive communication.
• Manage customer inquiries related to orders, deliveries, service requests, spare parts, invoicing and claims.
• Ensure timely follow-up and ownership of customer requests through to resolution.
• Keep customers informed of order status, service progress, shipment tracking and issue resolution.
• Coordinate customer communications during delays, disruptions or escalations.
• Participate in customer meetings and business reviews as required.
• Contribute to initiatives that improve customer satisfaction and the overall customer experience.

Order Management

• Manage customer orders from order entry through delivery and invoicing.
• Validate pricing, stock availability, delivery commitments and customer master data.
• Coordinate credit approvals and order releases with Finance.
• Process invoices, credit notes, debit notes and returns.
• Manage customer claims and support dispute resolution.

Service Coordination

• Coordinate service requests from initiation through completion.
• Schedule and support Field Service Engineer interventions.
• Prepare service quotations, service orders and purchase orders.
• Verify warranty and service contract entitlements.
• Ensure all required documentation, resources and spare parts are available before service execution.
• Monitor service execution against agreed service levels.

Spare Parts & Logistics Coordination

• Coordinate spare parts planning, ordering and availability.
• Organize domestic and international shipments.
• Coordinate logistics providers, warehouses and freight forwarders.
• Manage warranty parts, returns and reverse logistics activities.
• Support inventory optimization and replenishment activities.

Operational Excellence

• Maintain accurate customer, service and order information within Salesforce and ERP systems.
• Monitor operational KPIs including response time, order fulfillment, on-time delivery and customer satisfaction.
• Identify opportunities to improve processes and customer experience.
• Support cross-functional projects and continuous improvement initiatives.
• Ensure compliance with company policies and quality standards.

Profile Description

Experience

• 2–5 years of experience in Customer Service, Customer Care, Service Coordination, Order Management or Supply Chain within an international environment.
• Experience working in an industrial, manufacturing or technical service environment.
• Experience using ERP and CRM systems such as Salesforce, SAP, Infor M3 or equivalent.

Technical Skills

• Good understanding of Order-to-Cash processes.
• Proficiency in Microsoft Office, particularly Excel.
• Experience working with CRM and ERP systems.

Core Competencies

• Customer-first mindset.
• Excellent communication and relationship-building skills.
• Strong organizational and planning abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and analytical skills.
• High level of ownership and accountability.
• Collaborative approach with cross-functional teams.
• Continuous improvement mindset.
• Attention to detail and sense of urgency.

Languages

• Fluent English is required.
• Spanish and/or Arabic would be highly desirable.
• Additional European languages (French, Italian, Polish or others) are considered an advantage.
• Ability to effectively support customers across multiple countries and cultures within the EAMER region.

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