Customer Service & Service Order Management Specialist with German

Náplň práce, právomoci a zodpovednosti:
Lenovo’s EMEA Service Operations team is looking for a Customer Service & Service Order Management Specialist to serve as the central point of contact for retail and commercial partners across the DACH region. In this role, you will ensure seamless handling of service cases, escalations, repair workflows, and order lifecycle activities. You will collaborate daily with depots, logistics hubs, the Call Center (CEC), and Service Delivery Managers to secure an exceptional service experience across Germany, Austria, and Switzerland. This is an international, hybrid role requiring precise coordination and strong communication


Key Responsibilities

- Act as the Single Point of Contact for Lenovo service matters with DACH retail and commercial partners, providing accurate updates on repairs, spare parts, shipments, and order workflows.
- Coordinate with repair depots on work orders, error descriptions, hold statuses, and access details, ensuring proper handling of billable repairs, cost estimates, and goodwill cases.
- Ensure SLA compliance for partner service orders and proactively support escalations, lost‑device cases, urgent requests, and complex issues in alignment with SDMs.
- Coordinate logistics HUB activities including shipment tracking, blind shipments, and one‑leg/two‑leg routing for DACH service flows.
- Process DOA requests, review CEC tickets, and provide clear troubleshooting guidance to partners.
- Manage service orders in Microsoft Dynamics, including status management, BTOS decisions, POP updates, credit/refund validation, and CRU spare‑part coordination.
- Oversee monitor repairs through Reconext and ETRAC, ensuring proper processing, customer contact coordination, and training of partners on special handling.
- Lead MSD system ownership tasks: monitor dashboards, correct anomalies, manage ageing orders, reduce backlog, perform order clean‑ups, and prepare SLA/performance reports and batch uploads.

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

Požiadavky na zamestnanca:
- Bachelor’s degree in business, supply chain, logistics, service operations, or relevant equivalent experience.
- 2–3+ years of experience in service operations, order management, or logistics within a partner‑facing environment.
- Strong system affinity with Microsoft Dynamics; familiarity with RTS, Reconext, ETRAC, and related service platforms.
- Solid understanding of SLA management, DOA processes, repair workflows, logistics flows, and warranty/POP updates.
- Proficiency in Excel and data‑driven reporting; ability to work with dashboards and perform order cleanup and backlog analysis.
- Language requirements: German (mandatory) and English (mandatory).
- Excellent communication skills with strong stakeholder management across partners, depots, logistics teams, and internal service groups.
- Highly structured, solution‑oriented, and comfortable handling complex, time‑critical cases with accuracy and independence.