Customer Service & Service Order Management Specialist – DACH

Náplň práce, právomoci a zodpovednosti:
Core Responsibilities DACH (Level 1):
- Validate workflows, ensure correct process execution, and handle escalations, lost devices, and urgent cases.
- Coordinate with Service Delivery Managers (SDMs) on complex cases and communicate with repair depots regarding work orders, error descriptions, and cost estimates.
- Manage billable repairs, repeated repairs, goodwill cases, and ensure SLA compliance for Medion service orders.
- Oversee logistics, including shipment and tracking updates, blind shipments, and non-standard service orders.
- Process DOA requests, review and resolve call center tickets, and provide troubleshooting for Lenovo products sold by Medion.
- Manage Lenovo orders in Microsoft Dynamics, validate refunds and credit notes, coordinate warranty corrections, and provide training to Medion on service processes.

Specialist Responsibilities EMEA (Level 2):
- Monitor dashboards, correct anomalies, manage ageing orders, perform order clean-ups, and generate SLA/performance reports.
- Deliver MSD/system training to internal teams, prepare batch uploads, and support special order flows.
- Troubleshoot complex system issues for DACH & EMEA, and build automations using Power Automate, Excel VBA, PowerShell, or similar tools.
- Analyze process inefficiencies, design workflow improvements, deploy automated solutions, and improve reporting accuracy.
- Provide technical requirements to Lenovo IT for system enhancements, test new tools and updates, and maintain documentation for automations, processes, and training.

Zamestnanecké výhody, benefity:
- Hybrid working model (homeoffice/office)
- 3 sick days per year
- Additional vacation days
- 100% sick leave compensation up to 2 months per year
- An international team with a high focus on Gender Diversity.
- Employee Assistance Program, e.g., for psychological, legal & financial consultancy
- Access to training for personal development - Internal E-learning Development Platform Available for Employees
- Mentorship program
- You are joining a company that prioritizes sustainable solutions like CO2 Offset, Asset Recovery Services, and the Lenovo Certified Refurbished portfolio.

Požiadavky na zamestnanca:
- Excellent communication skills and stakeholder management; ability to stay structured under pressure.
- Experience in service operations, order handling, or logistics.
- Strong system affinity; experience with MSD, RTS, Reconext, or ETRAC is a plus.
- Fluency in English; fluency in German
- Preferred strong IT understanding, automation and data analysis skills (Power Automate, VBA, PowerShell, Power BI)