Customer Service & Service Order Management Specialist – France

Náplň práce, právomoci a zodpovednosti:
Lenovo’s EMEA Service Operations team is seeking an experienced Customer Service & Service Order Management Specialist to lead complex service coordination for partners across France. As a senior specialist, you will act as the central coordination point across service cases, escalations, repairs, and order lifecycle processes for French retail and commercial partners.
The role requires strong autonomy, deep process ownership, excellent communication in French, and the ability to manage cross‑functional interactions with depots, logistics hubs, the Call Center (CEC), and Service Delivery Managers. You will play a key role in shaping Lenovo’s service delivery quality throughout the French market.


Key Responsibilities
- Serve as the Single Point of Contact for French partners, delivering expert guidance on Lenovo service processes and providing accurate updates on repairs, shipments, parts, and order status.
- Lead coordination with repair depots on work orders, diagnostics, hold statuses, billable repair decisions, cost‑estimate reviews, goodwill handling, and repeated repair cases.
- Ensure SLA compliance for all France service orders, managing escalations, lost‑device investigations, urgent requests, and complex cases in collaboration with Service Delivery Managers.
- Oversee logistics HUB activities including shipment tracking, blind shipments, and one‑leg/two‑leg routing for French service flows and non‑standard cases.
- Process DOA requests from French partners, resolve CEC support tickets, and provide clear troubleshooting and process explanations in French.
- Manage service orders in Microsoft Dynamics including BTOS decisions, Proof of Purchase (POP) updates, credit/refund validation, and CRU parts coordination.
- Govern monitor repair workflows via Reconext and ETRAC, ensuring proper order handling, data accuracy, and partner‑specific training on special service procedures.
- Own senior‑level oversight of MSD dashboards: resolve anomalies, reduce backlog, manage order clean‑ups and cancellations, and produce SLA and performance reports with high accuracy.

Zamestnanecké výhody, benefity:
Opportunities for career development & growth
Performance based rewards
Hybrid working model (homeoffice/office)
3 sick days per year
Additional vacation days
100% sick leave compensation up to 2 months per year
A broad selection of soft / hard skills trainings and individual mentoring
Employer contribution to the Third Pillar Pension System
Life & life events insurance, fully covered by company